Customer Service Representative

Job Summary
We are seeking a motivated and detail-oriented Sales Support Representative to join our dynamic team. This role is essential in providing exceptional customer service and supporting the sales team in achieving their goals. The ideal candidate will have a passion for helping customers and a strong understanding of sales processes.

Responsibilities

• Handle inbound / outbound phone & email activity to assist architects, designers, custom home builders, general contractors, and building material distributors with post sales support functions
• Provide customers with technical product knowledge surrounding the installation and limitations of the product
• Host an internal weekly service meeting with cross functional departments to address customer issues and identify areas of improvements
• Log and troubleshoot Service Cases as needed on product issues after delivery
• Coordinate with EZConcept Planner to confirm delivery ETAs as requested by customer
• Work with our logistics team and freight carriers to secure freight quotes, or to provide updated tracking information, and to submit damage claims as necessary
• Work with Finance and Supply Chain to handle customer credits & return authorizations
• Create quotes and review drawing documents as needed to finalize replacement orders
• Work with independent sales reps to assist with jobsite support when troubleshooting challenges in the field.
• Understand and maintain confidentiality relating to all business activities, especially relating to manufacturing details and customer/ supplier details.
• Perform other related duties as assigned by the General Manager of sales operations

Required Skills:

• Bachelor’s Degree in Business or a related Customer Service field
• Professional demeanor, high-energy, fast-paced, focused
• Fanatical customer service skills
• Effective & empathetic communication skills
• Advanced computer skills
• Strong Reasoning Ability
• Excellent interpersonal skills
• Firm Decision Making skills
• Attention to detail and high level of accuracy
• An ability and desire to work with technical information
• Stress Management
• Time Management Skills

Preferred Skills:

• Door and frame industry experience given additional consideration
• Familiarity with ERP systems, specifically NetSuite
• CRM Software experience