Customer Service Representative

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 Vacaville, CA facility with 2 days in the office per week.

Primary Responsibilities

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.

• 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.
• 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. 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.

• 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.
• Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration.

• Promptly engage Team Leads when appropriate to ensure escalated issues are promptly addressed.
• 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.

Support colleagues by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.

Qualifications & Requirements

• High School Diploma or equivalent required; bachelor's degree is a plus.
• 1 plus years of proven direct customer and consumer support experience, preferably in the building products industry.
• Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments prefer.
• Proficient in telecom software; Microsoft Office applications including Word, Excel, PowerPoint, and CRM.

Additional Information

The US base salary range for this full-time position is $20hr-$22hr + medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Your recruiter can share more about the specific salary range for your preferred location during the hiring process. (Full-time is defined as regularly working 30+ hours per week.) 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 we live, 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.

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California Consumer Privacy Act (CCPA) of 2018 Must be at least 18 years of age to apply. Note to External Recruiters Cornerstone Building Brands does not accept unsolicited resumes and will not pay fees for any candidate submissions that were not expressly authorized.

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In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees.

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