Retail Customer Experience Specialist

The AZEK Company; Keyser Valley (PA); On-site; USD 32,000 - 34,000; Full time

Job summary

The AZEK Company seeks a Retail Support Specialist to join our Scranton-based office. You will handle inbound calls from key retailers and distributors, process special orders, and provide technical recommendations and marketing collateral support across North America.

You'll use Salesforce, Five9, True Commerce, Rithum, Supplier Hub and JD Edwards (JDE) to manage VOR programs, answer product inquiries, and resolve pricing and ETA questions while maintaining a high standard of customer care.

Qualifications

• 3-5 years of experience in customer service or inside sales preferred.
• Positive attitude with a customer-focused approach and attention to detail.
• Ability to operate effectively across multiple platforms.
• Excellent communication skills, attention to detail, and follow-through.
• Can-do attitude with a focus on creative problem-solving that drives engagement.
• Ability to work proactively and strategically, modeling best practices for the consumer base.
• Strong interpersonal, motivational, and communication skills.
• Commitment to upholding company values: Always Do the Right Thing, Starts & Ends with the Customer, Value Every Individual, Lead Through Innovation, The Best Team Wins, Better Today Than Yesterday.
• Ability to build and maintain relationships with other AZEK Company team members and departments.
• High desire to drive results, to surpass current goals
• Ability to make decisions or take actions to solve a problem or reach a goal.

Responsibilities

• Handling inbound calls from Lowe’s and Home Depot, sales reps and distributors.
• Process Special Orders by following up, correcting discrepancies via watchlists, invoicing, and returns.
• Utilizing software tools such as Salesforce, Five9, True Commerce, Rithum, Supplier Hub and JD Edwards (JDE) for the VOR program.
• Providing world-class support to stores across North America by delivering technical recommendations and facilitating marketing collateral.
• Answer inbound stores calls within Salesforce to help with general product inquiries, installation help, pricing, ordering, distributor contacts.
• Answer store emails resolving general product inquiries, installation, ETAs and pricing
• Manage multiple projects while prioritizing optimal customer outcomes.
• Direct stores with non-stock returns to the appropriate distributor contact.
• Demonstrate a strong desire to drive results and surpass goals.
• Participate in training and other learning opportunities to expand knowledge of company and position.

Skills

Customer Service

Inside Sales

Multi-platform

Communication

Problem Solving

Relationship Building

Teamwork

Detail Oriented

Tools

Salesforce

Five9

True Commerce

Rithum

Supplier Hub

JD Edwards (JDE)

Job description

Scranton, PA Keyser
Pennsylvania - Scranton - Keyser Ave Facility
Scranton, PA 18504, USA

Description

$23.00-$25.00 Hourly to Start.

Position Overview

• Handling inbound calls from Lowe’s and Home Depot, sales reps and distributors.


• Process Special Orders by following up, correcting any discrepancies via watchlists, invoicing, and returns.


• Utilizing software tools such as Salesforce, Five9, True Commerce, Rithum, Supplier Hub and JD Edwards (JDE) for the VOR program.


• Providing world-class support to stores across North America by delivering technical recommendations and facilitating marketing collateral.


• Answer inbound stores calls within Salesforce to help with general product inquiries, installation help, pricing, ordering, distributor contacts.


• Answer store emails resolving general product inquiries, installation, ETAs and pricing


• Manage multiple projects while prioritizing optimal customer outcomes.


• Direct stores with non-stock returns to the appropriate distributor contact.


• Demonstrate a strong desire to drive results and surpass goals.


• Participate in training and other learning opportunities to expand knowledge of company and position.

Qualifications

• 3-5 years of experience in customer service or inside sales preferred.


• Positive attitude with a customer-focused approach and attention to detail.


• Ability to operate effectively across multiple platforms.


• Excellent communication skills, attention to detail, and follow-through.


• Can-do attitude with a focus on creative problem-solving that drives engagement.


• Ability to work proactively and strategically, modeling best practices for the consumer base.


• Strong interpersonal, motivational, and communication skills.


• Commitment to upholding company values: Always Do the Right Thing, Starts & Ends with the Customer, Value Every Individual, Lead Through Innovation, The Best Team Wins, Better Today Than Yesterday.


• Ability to build and maintain relationships with other AZEK Company team members and departments.


• High desire to drive results, to surpass current goals


• Ability to make decisions or take actions to solve a problem or reach a goal.

Maintain, Develop, and Create Store Relationships

• Respond to store inquiries promptly.


• Escalate any high-level issues to Retail Leadership


• Maintain communication with outside sales reps


• Educate stores about new and current products.


• Utilize the shared inbox to follow up on orders.


• Practice active listening to understand the store needs.

Key Skills

• Positive attitude with customer-focused attention to detail.


• Ability to operate effectively across multiple platforms.


• Excellent communication skills, attention to detail, and follow-through.


• Creative problem-solving attitude that engages others.


• Strong interpersonal, motivational, and relationship-building skills.


• Great organizational, multitasking, and time management skills.

Position Expectations

“How will this affect our customers?” Our responsibility is to understand their expectations, then surpass them

Starts and ends with the Customer: A remarkable customer experience is critical to the sustained growth of any business. For every action we take, we ask ourselves.

Lead Through Innovation: We are consistently bringing unique, high-tech products to market. Having a complete understanding of our product suite will allow us to address the needs our customers don’t yet know they have.

Value Every Individual: Every individual comes gifted with unique experiences, capabilities and talents and can/will contribute in a unique way to the collective organizational success. We are committed to a safe and respectful work environment and to diversity and inclusion.

The Best Team Wins: Employees feel their work is valued when it contributes to something that produces results. We work best as team, providing feedback and solving problems together in pursuit of a shared goal, to provide the greatest white glove customer experience in the industry.

Better Today than Yesterday: We always ask, “how can we do this better.” As a member of the team, we provide open and honest feedback to how we can do things better.

Always to the Right Thing: As a member of the Experience Team, employees will come out of the gate with the mindset that we make decisions according to what is right, not what is cheapest, fastest, or easiest. We always operate with integrity, transparency, and courage. This should guide our response to every interaction we have with our customers.

Retail Support Specialist will be based in our Scranton based corporate office and will report to the Retail Support Manager.

Candidates should seek to join a fun and dynamic team that values continuous learning, development, and an eagerness to take on new challenges. A passion for collaboration, problem-solving, and achieving goals is essential.

We look forward to welcoming driven individuals who are eager to contribute to our success!

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.