Customer Service Rep II

Oldcastle BuildingEnvelope; Los Angeles (CA); On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Industry competitive benefits

Paid time off

Floating holidays

Performance bonuses

Job summary

Oldcastle BuildingEnvelope (OBE) is seeking a Customer Service Representative (CSR) to deliver exceptional service to CRL customers. You will leverage product knowledge to create quotes, process orders, and act as a customer advocate across internal teams.

The CSR will resolve product/service issues, maintain timely communications, and contribute to a seamless ordering experience while supporting cross-functional collaboration.

Qualifications

• High School diploma or equivalent.
• Associates Degree preferred but not required.
• Ability to work at a fast pace and stay current with inquiries and follow up tasks.
• Knowledge of general pricing and margins with negotiating skills.
• General understanding of glass systems.
• Proficient use of a computer and business software to retrieve product and transaction information.
• Organized and able to prioritize effectively.
• Excellent customer service skills with tact and discretion.
• Demonstrate critical and independent thinking to resolve issues.

Responsibilities

• Providing domestic and export quotes to customers and converting quotes to orders.
• Meet or exceed SLA for quote turnaround for Core Product Group.
• Maintain broad knowledge of Core Product Group products to offer customers.
• Create urgency to convert quotes to orders to meet project timelines.
• Update notes on open quotes and orders not resolved within the business day.
• Manage requests with Qualifying, Quoting (Export or Domestic), Closing, and Converting (Project Managing).
• Maintain effective communication with CRL customers during all process stages.
• Maintain a workload that does not exceed a 24-hour backlog on emails and voicemails.

Skills

Customer service

Communication

Negotiation

Pricing & margins

Organization

Proactive problem solving

Education

High school diploma or equivalent

Associates degree preferred

Job description

From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries. You can see some of our favorite projects here .

Start your journey with OBE and help us build the future.

What You Will Get To Do

The Customer Service Representative (CSR) provides exceptional customer service to all CRL customers. Through the detailed understanding of all CRL products the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect and Loyalty to best serve the customer. In addition, resolves products and service problems, processes orders and serves as an ambassador (customer advocate) between customers and CRL.

Job Responsibilities

• Providing domestic and exportquotes to customers and convertingquotes to orders
• Meet or exceed SLA forquoteturn around for Core Product Group
• Maintain broad knowledge of Core Product Group products to offer customer
• Create a sense of urgency to lead our customer to releasequotes to order in a timely manner for CRL to meet the project's critical path.
• Responsible for updating notes on any openquotes and orders that are not resolved within the business day on a consistent daily basis.
• Manage requests with use of the following:
  • Qualifying
  • Quoting(Export or Domestic)
  • Closing
  • Converting (Project Managing)
  • Effectively maintain communication with CRL customers during all business process stages.
  • Maintain a manageable workload to not exceed 24-hour backlog on emails and returning voicemails.

What We Are Looking For

• High School diploma or equivalent, Associates Degree preferred but not required
• Ability to work at a fast pace and stay current with all inquiries and follow up tasks
• Knowledge of general pricing and margins applied and negotiating skills
• General understanding of glass systems
• Effective navigation of CRL’s web site and business software to retrieve product and business transaction information
• Must be organized and have the ability to prioritize effectively
• Must have excellent customer service skills; Ability to exercise tact and discretion, and good self-expression
• Demonstrate critical thinking and independent thinking skills to anticipate and resolve issues

Position Pay Range

$24 - $25 USD

What OBEOffers You

• Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
• Work-life balance – PTO and holidays, including floating holidays you can choose
• Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
• Training – We will equip you with the knowledge and skills you need to succeed

OBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.

Employment is contingent on passing a background check consistent with federal and state law.