Customer Service Representative

Cornerstone Building Brands; Kentucky; Hybrid; USD 42,000 - 68,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

PTO and paid holidays

401k and retirement benefits

Tuition reimbursement and training

Job summary

Cornerstone Building Brands is seeking a Customer Success Representative to join a dynamic team in a hybrid setup based in Streetsboro, OH. You will support customers from order receipt to delivery, coordinate with sales, and ensure accurate information and timely resolution.

The role emphasizes customer care, product knowledge, and collaboration with sales and operations to enhance the customer experience and satisfaction.

Qualifications

• High School Diploma or equivalent; bachelor’s degree preferred.
• 1–2 years of direct customer support experience.
• Knowledge of building products industry preferred.
• Proficient with CRM and Microsoft Office.

Responsibilities

• Provide direct customer and consumer support from order receipt to delivery, invoicing, and warranty resolution.
• Manage accounts and keep sales and leadership informed of key activities for each customer.
• Provide accurate pricing and product information and communicate changes clearly to customers.
• Resolve inquiries about orders, delivery, pricing, and billing with prompt responses.
• Offer product technical information and connect customers to qualified divisional personnel for complex inquiries.
• Collaborate with sales and operations to ensure a premier customer experience.
• Escalate issues to Team Leads when needed to ensure swift resolution.
• Assist in CSR training and onboarding, and lead trainings on configurators or portals.
• Contribute to process improvements and projects to boost customer satisfaction.

Skills

Customer service

CRM

Microsoft Office

Communication

Education

High School Diploma

Bachelor's degree (preferred)

Tools

CRM software

Microsoft Office

Telecom software

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 Streetsboro, OH plant requiring 3 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.

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 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.

California Consumer Privacy Act (CCPA) of 2018