Customer Service Representative II (CRL)

Who we are:

C.R. Laurence Co., Inc. (CRL) is the leading full-service provider of architectural metals, glass fittings and professional-grade glazing supplies. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.

We operate our business to the highest standards of design, quality and customer service. The companies and institutions that depend on us impact the growing fields of glass fabrication, construction, architecture, interior design, and automotive. Their positions as leaders in their own industries mean they demand the highest standards from their suppliers.

About the Position:

The Customer Service Representative provides exceptional customer service to all C.R. Laurence customers. Through the detailed understanding of all C.R. Laurence products, the CSR offers solutions and facilitates a unique experience to all internal and external customers. In addition, completes general administrative support while in a hectic and fast passed environment. This position serves as an ambassador to the company and will be the face of the company through daily interactions.

Responsibilities include, but are not limited to:

• Maintain broad knowledge of clients, products and services.
• Document customer interactions and transactions
• Listen attentively to customer needs and concerns; demonstrate empathy
• Accurately process over-the-counter, phoned, faxed and e-mailed orders accurately and in a timely manner
• Receive and process payments of Will Call customers as well as over the phone (cash, debit, etc.)
• Answer multi-line telephone in a professional manner
• Face to face customers interactions
• Develop and maintain professional and productive business relationships with your internal and external customers that result in a clear definition and understanding of their service requirements and expectations.
• Respond to all inquiries in a prompt, professional, and courteous manner between internal working associates, manufacturers, and customers
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Go the extra mile to engage customers, adapt and respond to different types of customer requirements or requests
• Customer database management - Maintain records of customer interactions, process customer accounts and file documents
• Providing domestic and export quotes to customers and converting quotes to orders
• Meet or exceed SLA for quote turn around for Core Product Group
• Maintain broad knowledge of Core Product Group products to offer customer
• Create a sense of urgency to lead our customer to release quotes to order in a timely manner for CRL to meet the project's critical path. 
• Responsible for updating notes on any open quotes and orders that are not resolved within the business day on a consistent daily basis.
•  Manage requests with use of the following: Research Catalogs for product verification. Promote product lines represented by CR Laurence, cross sell, value engineer, and exhaust all CRL options to keep order inhouse. 
• Exercise discretion and independent judgment during the business process: Qualifying, Quoting, Closing, Converting (Project Managing) 
• Effectively maintain communication with CRL customers during all business process stages. 
• Maintain a manageable workload to not exceed 24-hour backlog on emails and returning voicemails.  

Qualification Requirements: 

• A minimum of 1-year previous customer service experience; glass industry preferred
• High School Diploma or equivalent; Associates Degree preferred
• Strong organizational and listening skills
• Ability to work overtime if required
• Ability to work independently and prioritize work with deadlines
• Ability to work in a fast paced, team environment to meet required deadlines
• Utilizes strong time management and organizational skills to successfully multi-task
• Must be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communications
• Able to read and perform mathematical calculations, and write measurements in number fractions at a high school education level
• Ability to read, interpret and understand drawings and specifications
• Computer experience necessary and typing of numbers with accuracy
• Export Quote requires fluency in Spanish (reading and writing)

What CRL Offers You 

Hourly Range: $21-25

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A culture that values opportunity for growth, development, and internal promotion

We are excited to be an Equal Opportunity Employer at C.R. Laurence. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, veteran, family and economic status and background, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels.  

C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.