Senior Customer Service Representative

Stella-Jones; Lufkin (TX); On-site; USD 37,000 - 54,000; Full time

Benefits offered by this job

Competitive starting hourly wage

Profit-sharing bonus program

401(k) with company match

Medical plans

Dental and Vision coverage

Life insurance and AD&D

Long-Term Disability

Vacation and holidays

Stock purchase program

Job summary

Stella-Jones is seeking a Senior Account Specialist to provide high-level customer service to our utility customers in the Lufkin, Texas region. This office-based role supports the Sales team with quotes, scheduling and order entry while coordinating with cross-functional colleagues.

The Senior-level position requires strong communication, pricing awareness, and teamwork, with responsibilities across emails, calls, and data management. This role is full-time and onsite at the Lufkin plant.

Qualifications

• Five or more years of customer service experience.
• B2B customer service experience in wood products or utilities preferred.
• Proficiency in Microsoft Office including Excel.
• SAP (or other ERP) experience a plus.

Responsibilities

• Prioritize emails and tasks to meet deadlines.
• Communicate with cross functional teams and Supervisor as required.
• Maintain basic pricing trends within assigned region.
• Coordinate with Sales Support Specialist for Master Data requests.
• Communicate with customers primarily via phone and email.
• Assist with special projects as needed.

Skills

Customer service

Organizational skills

Communication

Multi-tasking

Tools

Microsoft Excel

SAP

Job description

*Note to candidates: This is a full-time onsite position (typically Monday to Friday) located at our Lufkin office. Also, employment at Stella-Jones in the United States is contingent upon the successful completion of a pre-employment drug test and criminal background check.

Company Overview

Stella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent. Stella-Jones is headquartered in Montreal, employs 3,000 people across Canada and the United States, and is publicly traded on the Toronto Stock Exchange. To learn more about the company, visit us at: https://www.stella-jones.com/en/inside-stella-jones

Position Overview

The Senior Account Specialist (Customer Service Representative) at Stella-Jones is responsible for providing high level customer service to our customers by collaboratively working with Sales team (Sales Directors, Regional Managers, and Account Specialists). This role is primarily responsible for supporting the Stella-Jones team with quotes, scheduling and order entry and other transactions for our Utility company customers across an assigned region.

This is a Senior-level customer service roleand will be office-based at our Lufkin, Texas Utility Pole manufacturing plant/office. To learn more about our utility pole products you would be supporting (including a 1-minute video overview), visit our product page: https://www.stella-jones.com/en/products/utility-poles

Key Duties:

• Prioritize incoming emails and tasks in order to meet deadlines
• Proactively communicates pertinent information with cross functional teams and Supervisor as required
• Maintain basic pricing trends within assigned region.
• Works with Sales Support Specialist for Master Data requests
• Communicate with customers primarily via phone and email
• Assist with special projects as needed

Qualifications:

• Five (5) or more years of customer service experience required
• B2B customer service experience within the wood products industry, another industrial/manufactured products industry, or the utilities industry highly preferred
• Proficiency in Microsoft Office (including Excel) required
• SAP (or other ERP system) experience a plus

Knowledge, Skills and Abilities:

• Strong organizational skills, proactive attitude with exceptional attention to detail
• Capability to multi-task and work under pressure of deadlines
• Ability to work in a team environment and interface interdepartmentally
• Ability to make sound decisions with minimum supervision and delegates effectively
• Ability to build strong working relationships and have an excellent customer service record
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Compensation & Employee Benefits:

As a Stella-Jones team member, you will have access to excellent benefits and incentives including:

• Competitive starting hourly wage
• Annual profit-sharing bonus program (typically paid out in December)
• 401(k) savings plan with generous Company match (150% on the first 4% deferred)
• Comprehensive total benefits package with 3 medical plans to choose from
• Several company-paid benefits including:
• Dental and Vision coverage
• Life insurance and Accidental Death & Dismemberment (AD&D) policies
• Long-Term Disability Coverage
• Access to a robust employee assistance program
• 2 weeks paid vacation and 9 holidays
• Ability to purchase Company stock

Equal Opportunity Employer/Veterans/Disabled