Retail Customer Experience Specialist

AZEK Exteriors; Scranton (Lackawanna County); On-site; USD 32,000 - 34,000; Full time

Job summary

AZEK Exteriors in Scranton is seeking a Retail Support Specialist to handle inbound calls from Lowe’s, Home Depot, and distributors, process special orders, and deliver expert product guidance. You will use Salesforce, Five9, True Commerce, Rithum, Supplier Hub and JD Edwards to support the VOR program and ensure accurate invoicing, pricing, and returns.

This role is based in our Scranton corporate office; you will collaborate with stores across North America to drive results and provide the

Qualifications

• 3-5 years of experience in customer service or inside sales preferred.
• Customer-focused attitude with attention to detail.
• Ability to operate across multiple platforms.
• Excellent communication and follow-through.
• Creative problem-solving that drives engagement.
• Strong interpersonal and relationship-building skills.
• Commitment to upholding company values and customer experience.

Responsibilities

• Handle inbound calls from Lowe’s, Home Depot, sales reps and distributors.
• Process Special Orders by following up, correcting discrepancies, invoicing, and returns.
• Utilize software tools for the VOR program (Salesforce, Five9, True Commerce, Rithum, Supplier Hub, JD Edwards).
• Provide world-class support to stores across North America with technical recommendations and marketing collateral.
• Answer inbound store calls in Salesforce to assist with product inquiries, installation help, pricing, ordering, and distributor contacts.
• Answer store emails resolving inquiries on products, 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 learning opportunities to expand knowledge.

Skills

Customer service

Communication

Problem-solving

Multitasking

Tools

Salesforce

Five9

True Commerce

Rithum

Supplier Hub

JD Edwards

Job 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.

  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!