Pacific
Job ID: 511633
Oldcastle® APG, a CRH Company, is North America’s leading provider of innovative outdoor living solutions that enable customers to Live Well Outside. The manufacturer’s portfolio of premier building products inspires endless possibilities while providing enduring outdoor spaces where people can connect, reflect and recharge. Award-winning brands include Belgard® hardscape, Echelon® Masonry, MoistureShield® composite decking, RDI® railing, Catalyst& Trade; Fence Solutions, Sakrete® packaged concrete, Amerimix® mortar, Pebble Technology International® pool finishes, Lawn & Garden mulches and landscape features, and Techniseal® sands and sealant technologies.

JOB SUMMARY

In this role you will interact with Operations, Sales, Production and Finance to ensure highest level of customer satisfaction is delivered. Improve customer service experience by building an engaged customer service team designed to facilitate growth

JOB REQUIREMENTS

• High School diploma or GED or equivalent training, experience and education.
• Minimum 3+ years of experience managing people and leading teams in Customer Service or related field.
• Excellent interpersonal skills: ability to establish and maintain effective relationships with employees and managers.
• Excellent communications skills, verbal, written, in-person and by telephone.
• Strong organizational and problem-solving skills
• Skilled in Microsoft Office Suite
• Experience using Lawson Software & Salesforce preferred

• Responsible for the day-to-day operations of the Customer Service .
• Collaborate with Operations, Production, Sales and Finance teams to ensure prompt resolution of issues and accurate order processing and delivery
• Enter customer orders received by email and phone into system
• Answer high volume of incoming calls and emails in a timely manner
• Assist customer with product questions, ordering, order tracking, pick-ups, complaints, and problems
• Communicate effectively with customers related to order status and coordinate with production regarding backordered items
• Review reports pertaining to daily activities such as order entry, call logs, open orders, late order to minimize errors
• Develop and maintain product knowledge to support customer needs and provide solutions
• Utilize the use of SalesForce to manage customer issues
• Review and retrieve documentation for credit department as needed
• Issue credits for pallet and product returns when applicable
• Categorize, file, and maintain pick ticket copies for audit purposes and file all customer records
• Execute Daily and Business fundamentals
• Other duties and responsibilities related to the nature of the job may be assigned on a temporary or permanent basis as needed
• Train and coach team members on daily responsibilities, procedures, or process changes.
• Assist in monitoring performance of each team member
• Plan and establish work schedules, assignments, or projects to meet business goals
• Mange time-off, missing punches and approving timecards
• Ensure orders are entered correctly and in a timely manner.