Customer Service Representative

Hours: 8am-5pm Monday-Friday

Pay: Starting at $19/hr 

Essential Duties And Responsibilities

• Maintain broad knowledge of client products and services
• Keep records of customer interactions and transactions
• Listen attentively to customer needs and concerns; demonstrate empathy
• Accurately take phone orders
• Data entry of faxed, emailed and phone in orders for production
• Coordinate between sales and production to meet customer deadlines
• Notify customers of expected delivery date and time
• Resolves product or service problems by clarifying customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustments; following up to ensure resolution
• Assisting sales staff with expediting orders and communications with the production floor
• Answer the telephone and direct callers to appropriate departments
• Greet customers in a courteous, friendly, and professional manner
• Regular and predictable attendance, safely perform tasks and adherence to all safety policies and procedures are essential functions of the job.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and/or abilities required.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the job.

Skills, Knowledge and Ability Requirements

To be considered for the Customer Service position, the following conditions must be met:

• A minimum of 1 year previous customer service experience
• Strong organizational and listening skills
• Ability to work independently and prioritize work with deadlines
• 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 a must and typing of numbers with accuracy
• Previous customer service experience in glass industry preferred

Equipment

• Personal desktop computers, fax machine, copy machine, calculator, writing instruments, telephone, and various printers.
• Issued safety equipment

Safety

• The position is a largely sedentary; however, caution needs to be taken when lifting files and/or boxes and opening file cabinet drawers. 
• There are occasional visits to the plant floor. In which case, safety rules related to the plant must be followed. 
• To avoid injuries to hands, back and neck, proper ergonomics should be maintained while working at a desk/workstation. 

Work Environment 

• Primarily works in an office environment with controlled climate. 
• Ability to perform light hand work at a computer/telephone station in an office environment. 
• Some duties may involve being in a plant environment where noise levels can be moderate to high and be subject to the same general climate conditions of the region (heat, cold, humidity, etc.) 
• Chemicals, dust, pollen, and other typical airborne particulate matter are present within the atmosphere of the production floor and may create some odors in the plant. The Company, in an effort to provide its employees with a safe and healthy working environment, limits exposure to chemicals through written procedures, engineering controls, and PPE. 
• While the chemical exposure and odors are under acceptable levels set by OSHA and the WCV, they nevertheless, can be smelled and are handled according to the company's hazardous communication program. 

Oldcastle BuildingEnvelope provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.