Customer Service Representative

Cornerstone Building Brands; Auburn, Northern (WA, KY); On-site; USD 28,000 - 30,000; Full time

Job summary

Cornerstone Building Brands is seeking a Customer Success Representative in Auburn, WA. This hybrid role requires 2 days in the office weekly, focusing on premier customer care from order receipt through delivery and invoicing. You will support direct customers, manage accounts, and provide accurate pricing and product information.

Training and collaboration with sales/operations are emphasized. The position calls for 1-2 years of direct support experience, a high school diploma, and CRM

Qualifications

• High School Diploma or equivalent required; bachelor’s degree is a plus.
• 1-2 years of direct customer or consumer support experience.
• Industry knowledge of building products and CRM proficiency preferred.

Responsibilities

• Provide product and service assistance to direct customers and consumers and resolve issues for a high-quality experience from order receipt to delivery, invoicing, and warranty.
• Manage customer accounts and keep sales leadership informed of key activities; monitor orders and intervene to ensure smooth processing and satisfaction.
• Provide accurate information on pricing, market conditions, product updates and changes; promote portal use as appropriate.
• Address inquiries about orders, including quality, delivery, availability, pricing, and billing; respond promptly to ensure swift resolutions.
• Offer technical product information and connect customers with qualified divisional personnel for sophisticated inquiries.

Skills

Customer service

Account management

Communication

Team collaboration

Education

High School Diploma or equivalent

Bachelor's degree (preferred)

Tools

CRM

Telecom software

Microsoft Office

Job description

ABOUT THE ROLE

As a Customer Success Representative, you'll be part of a dynamic team where your contributions to providing premier customer care are valued, and your professional development is prioritized. Join us and become an integral part of our winning team.

This is a hybrid role based out of our Auburn, WA plant requiring 2 days in the office per week.

WHAT YOU’LL DO

• Customer Support: Serve direct customers and consumers by providing product and service assistance and resolving issues to ensure a high-quality customer experience. Take personal responsibility for each interaction, regardless of brand, to ensure customer needs are met from initial order receipt through delivery, invoicing, and warranty. Complete all assigned responsibilities within the requested timeframes.
• Account management: Ensure leadership and sales team members are informed of pertinent activities related to each customer account. Monitor orders using routine exception reports and intervene as necessary to ensure smooth processing and maximum customer satisfaction.
• Information Accuracy: Provide customers with accurate information regarding pricing, market conditions, product updates, and any other factors that may impact their order. Ensure clear communication and understanding of any changes or issues. Encourage use of portal, as appropriate.
• Issue Resolution: Assist customers and sales team members with inquiries or problems concerning their orders, such as quality, delivery coordination, product availability, pricing, and billing. Provide prompt and efficient responses to ensure swift resolution.
• Technical Support: Offer product technical information to respond to customer inquiries and recommend alternative materials or products when necessary. Connect customers with qualified divisional personnel for more sophisticated technical inquiries.
• Collaboration: Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration.
• Escalation Management: Promptly engage Team Leads when appropriate to ensure escalated issues are promptly addressed.
• Training: Assist with training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency. Assist with onboarding and training new employees. Lead customer training sessions on the use of configurators or portals.
• Continuous Improvement: Support colleagues by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.

QUALIFICATIONS

• Education: High School Diploma or equivalent required; bachelor’s degree is a plus.
• Experience:1-2 years of proven direct customer and consumer support experience, preferably in the building products industry.
• Industry Knowledge: Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments prefer.
• Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word, Excel, PowerPoint, and CRM.

ADDITIONAL INFORMATION

The US base salary range for this full-time position is $20-22/hour + medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. (Full-time is defined as regularly working 30+ hours per week.)

All your information will be kept confidential according to EEO guidelines.

WHY WORK FOR CORNERSTONE BUILDING BRANDS?

Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.

*Full-time is defined as regularly working 30+ hours per week.

**Union programs may vary depending on the collective bargaining agreement.

Cornerstone Building Brands is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, or status as a protected veteran. You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster here along with This Organizations Participation in E-Verify Poster here. If you'd like to view a copy of the company's affirmative action plan for protected veterans or individuals with disabilities or policy statement, please contact Human Resources at 281-897-7788 or [e-mail]. If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at 281-897-7788 or [e-mail]. This email is used exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails received for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

All your information will be kept confidential according to EEO guidelines.

Must be at least 18 years of age to apply.