Customer Resources Specialist I

Titan America; Troutville (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

Roanoke Cement and Separation Technologies in Troutville, VA seeks a Customer Resources Specialist to deliver prompt support for customers' product and service needs. You will analyze options, coordinate deliveries, and maintain accurate order data.

The role emphasizes clear communication, problem solving under pressure, and teamwork with carriers and internal departments. Proactive individuals who balance speed and accuracy will thrive, with opportunities to improve processes.

Qualifications

• College degree preferred.
• Dispatch or logistics experience is preferred.
• Customer service experience preferred.
• Strong communication and decision-making skills.
• Ability to work under stress and meet tight deadlines.
• Proficient in Microsoft Office (Outlook, Word, Excel).

Responsibilities

• Analyze and select cost-effective carrier based on rate.
• Schedule deliveries with carriers per customer delivery times.
• Communicate positively with customers and other departments.
• Pursue and resolve customer issues promptly and thoroughly.
• Exceed expectations of internal and external customers.
• Enter orders into JWS/SAP systems accurately.
• Monitor order status and notify customers of delays.
• Document schedules, diversions, and cancellations in systems.
• Develop solutions for conflicting customer requirements.
• Identify opportunities to improve the customer experience.

Skills

Customer service

Communication

Multitasking

Team collaboration

Independent work

Problem solving

Education

College degree preferred

Tools

JWS

SAP

Job description

Overview

We are looking for a skilled and motivated Customer Resources Specialist to join our team in Troutville, VA. This position provides prompt response to customer needs for products and services provided by Roanoke Cement and Separation Technologies.

Responsibilities

• Ability to analyze and select most cost-effective carrier based on rate
• Scheduling deliveries with carriers according to predetermined delivery times provided by the customer
• Positive and upbeat in all communications with customers and other departments
• Relentlessly pursue a solution to every issue that a customer brings and ensure that issues are resolved promptly and thoroughly
• Demonstrate deep desire to exceed expectations of internal and external customers; not satisfied with just meeting expectations
• Enter orders into JWS/SAP systems accurately and efficiently
• Monitor order status to ensure timeliness of delivery. Notify customers of delayed or diverted loads
• Work with above mentioned systems to document schedules, diversions and cancellations
• Develop solutions to meet conflicting customer requirements
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

Qualifications

• College degree preferred
• Prior dispatch or logistics experience preferred
• Customer service experience in similar role preferred
• A proven track record of superior customer service abilities and decision making
• Excellent interpersonal skills with the ability to communicate effectively with customers and staff at all levels of the organization
• Experience with JWS and SAP software highly preferred
• Excellent verbal and written communication skills to collaborate with others
• Ability to work independently, but also in collaboration with team members
• Ability to multitask with different, and sometimes conflicting events happening at the same time
• Ability to work under stress, while remaining calm and facilitating the de-escalating high frustration situations
• Ability to relay information quickly and accurately both verbal and written in a fast-paced environment
• Possess a strong work ethic. Strong team concept skills required
• Strong interpersonal and communication (written and verbal) skills
• Self-starter with the ability to handle high volume workload
• Proven ability to work efficiently under tight deadlines while researching and resolving ambiguous information effectively
• Working knowledge of Microsoft Office; inclusive of Outlook, Word and Excel
• Willingness to work a flexible schedule and overtime when needed. Position requires monthly on-call rotation