Customer Service Representative

Cornerstone Building Brands; California (MO); Hybrid; USD 57,308,000 - 63,039,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

PTO

Job summary

Cornerstone Building Brands in Vacaville, CA is seeking a Customer Success Representative to deliver premier customer care and support throughout orders, pricing, and product inquiries. The role blends office presence with field collaboration, two days per week in the facility, and close work with sales and operations teams to ensure a seamless customer journey.

You will handle inquiries, provide product updates, and guide customers through order processes, credits, and warranties, while

Qualifications

• High School Diploma or equivalent; bachelor’s degree is a plus.
• 1+ years of direct customer support experience, preferably in building products.
• Experience with dealer, distribution, and/or two-step channel segments is preferred.
• Proficient with telecom software and Microsoft Office (Word, Excel, PowerPoint) and CRM.

Responsibilities

• Serve direct customers and consumers with product and service assistance, resolving issues from order receipt to delivery and invoicing.
• Keep leadership and sales informed of customer activity and intervene to maximize satisfaction.
• Provide pricing, market updates and product information; encourage portal usage.
• Assist with inquiries on orders, quality, delivery, pricing, and billing; respond promptly.
• Offer technical information and connect customers with qualified divisional personnel for complex inquiries.
• Collaborate with sales and operations to deliver premier customer experience.
• Support training sessions for CSRs and assist onboarding and training of new staff.
• Contribute to process improvements and special projects to boost customer satisfaction.

Skills

Customer service

Communication

Teamwork

Education

High School Diploma

Bachelor's degree

Tools

CRM

Microsoft Office

Telecom software

Job description

Cornerstone Building Brands is a leading manufacturer of exterior building products for residential and low-rise non-residential buildings in North America. Headquartered in Cary, N.C., we serve residential and commercial customers across the new construction and Repair & Remodel (R&R) markets. Our market-leading portfolio of products spans vinyl windows, vinyl siding, stone veneer, metal roofing, metal wall systems and metal accessories. Cornerstone Building Brands’ broad, multi-channel distribution platform and expansive national footprint includes more than 18,800 team members at manufacturing, distribution and office locations throughout North America. Corporate stewardship and Environmental, Social and Governance (ESG) responsibility are embedded in our culture. We are committed to contributing positively to the communities where we live, work and play. For more information, visit us at http://cornerstonebuildingbrands.com.

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 Vacaville, CA facility with 2 days in the office per week.

Primary Responsibilities:

• 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.
• 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.
• 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.
• 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.
• 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.
• Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration.
• Promptly engage Team Leads when appropriate to ensure escalated issues are promptly addressed.
• 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.
• Support colleagues by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.

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

The US base salary range for this full-time position is $20hr-$22hr + 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. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. (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 welive, 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 Organization’s 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.

California Consumer Privacy Act (CCPA) of 2018

Must be at least 18 years of age to apply.

Note to External Recruiters

Cornerstone Building Brands does not accept unsolicited resumes and will not pay fees for any candidate submissions that were not expressly authorized.

Notice of Recruitment Fraud

We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.