Customer Service Representative

6 months ago

Toronto, Canada Tremco Incorporated Full time

Tremco Construction Products Group brings together Tremco CPG Inc.’s Commercial Sealants & Waterproofing and Roofing & Building Maintenance divisions; Tremco Barrier Solutions Inc.; Dryvit, Nudura and Willseal brands; Prebuck LLC; Weatherproofing Technologies, Inc.; Weatherproofing Technologies Canada and PureAir Control Services, Inc. Altogether, Tremco CPG companies operate 21 manufacturing facilities, 6 distribution sites, and 3 R&D/technology sites, and employ more than 2,700 people across North America.

**GENERAL PURPOSE OF THE JOB**:
The Customer Service Representative provides customer service to external customers (distributors, contractors, design teams, and building owners) and internal customers (sales representatives) as it relates to processing product orders.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Handle and maintain all customer-specific processes and/or systems as it relates to the New Business Development customer base.
- Understand and manage the price change process including notifications to internal and external parties.
- Serve as main point of contact for service and product complaint resolution.
- Coordinate new product setup or changes with Product Management and Operations and communications with customers.
- Accurately key orders into the system.
- Check stock availability to confirm orders.
- Ensure all orders are shipped and invoiced promptly and accurately.
- Keep customer advised of anticipated ship dates and any delays regarding orders.
- Be proactive in communicating changes to orders.
- Obtain and continuously enhance a broad knowledge of product line, prices, delivery time and similar data as required relating to the business units being serviced.
- Follow ISO required procedures as related to the customer service function.
- Troubleshoot issues regarding pricing, tracing, and tracking orders, delivery times, product information and stock availability.
- Suggest potential alternatives/solutions to customer concerns.
- Supply MSDS upon request and as required.
- Develop and maintain effective working relationships with team members, managers and personnel in internal departments whose functions directly or indirectly affect the service level to our customers (to aid in providing exceptional customer service).

**EDUCATION & EXPERIENCE**

High School Diploma or GED required with a minimum of 2 years of customer service experience, preferably in a high-volume call center environment.

**OTHER SKILLS, ABILITIES, & QUALIFICATIONS**:

- Must be able to clearly communicate verbally and in written form in a professional manner.
- Understanding of Lean Management Principles is an asset.
- SAP Preferred

**BENEFITS AND COMPENSATION**:

- The salary range for applicants in this position generally ranges between $52,800 and $66,00 plus a performance based incentive bonus. This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law.
- The company offers a variety of benefits to its employees, including but not limited to Extended Health and Dental insurance starting day one of employment without paying premiums, Paid Company Holidays, paid time off, Group Retirement Savings Program with a company match, defined Benefit Pension Plan, Health & Fitness Subsidy, and access to company Employee Assistance Programs

**_All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status_

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