Customer Service Specialist

Job Description

Objective

As a Customer Service Specialist, you will provide exemplary customer service for all internal and external customers by utilizing in-depth knowledge of our products, programs, and team members within the organization. The role of a CSS is based in a distribution branch setting and provides a wide scope of work in the areas of customer service, warehouse, basic operations, and some administrative support. This key role provides individuals with the opportunity to learn and grow with the organization, and the ideal candidate will have a working background in industrial insulation, building materials, and/or the plumbing/HVAC industry.

Essential Job Functions

• Daily outgoing calls to external customers to schedule, confirm, and re-confirm delivery dates, as well as confirming addresses, contact information and delivery requirements
• Handle customer complaints and concerns in a professional and timely manner; i.e. follow up on shipping errors, shortages etc. and referring shipping problems to transportation function
• Enter claims/complaints and communicate those issues to the sales team respectively; ensuring customer concerns are quickly addressed
• Use tact and diplomacy to navigate difficult situations and turn them into opportunities for superior customer service
• Plan production schedules; monitor inventories, track progress of production, and review factors which affect schedules
• Manage starts and releases; date changes; order splitting; shortages and respond quickly to changes in the production schedule
• Manage the capacities of multiple production facilities ensuring orders are coming from the most cost advantaged location based on the needs of the customers
• Identify shipping requirements as it relates to transportation equipment and delivery areas
• Provide product and order information, such as in-stock availability, pricing, delivery expectations, etc. to customers and sales team
• Maintain a working knowledge of customers, services and products
• Daily calls with production branch managers regarding capacity, inventory, scheduling and challenges
• Daily discussions and reviews with other members of the customer service team, regarding order management needs and balancing branch capacities across the network
• Liaise daily with sales, finance, production and the supply chain team to ensure product and carrier availability can meet customers' needs

Requirements

• 3 years of customer facing experience required
• Some College – Associate’s Degree preferred
• 1-2 years of supply chain experience preferred
• Experience with full MS Office Suite
• Strong communication, organization, multi-tasking, and time management skills
• Solid problem solving and consultative skills required
• Ability to work in a fast-paced team sales environment with minimal supervision.

Physical Requirements

General office environment and occasional exposure to non-climate controlled warehouse. Requires standing, sitting, driving, use hands, climb stairs, balance, stoop, kneel, read, talk and hear; the employee must lift and/or move up to 20 pounds; specific vision abilities include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

TopBuild Corp. (NYSE: BLD) is the leading installer and distributor of insulation and building material services nationwide. Service Partners is part of the TopBuild family of companies, which comprises of approximately over 450 branch locations across the United States and Canada. As a company, we actively engage in corporate social responsibility through our commitment to Environmental, Social, and Governance (ESG) practices. Additionally, we prioritize diversity and inclusion in our organization. If this interests you, we encourage you to join our company and find a variety of career opportunities awaiting you!

TopBuild Corp. is an equal opportunity employer (EOE), this includes protected Veterans/Disability. The employee must be able to perform the essential functions of the position. Upon request and absent undue hardship, reasonable accommodation will be offered to enable employees with disabilities to perform the essential functions of the job.

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