Description
Carlisle Companies Incorporated, a worldwide leading diversified manufacturer of premium building products and related technology has an immediate opening for a Customer Service Representative II to join our Carlisle Architectural Metals (CAM) team located in Waukesha, WI. Our Customer Service Reps are a vital part of our Customer Service Team, which provides exceptional customer service to our inbound customer, vendor, partner and contractor clients
CSR's manage all orders to assure an exceptional customer experience. This critical role oversees the customer ordering process; where our CSR's review and enter orders, communicate with the customer regarding timelines, resolve service issues, and partner with various Metal-Era departments (Engineering, Order Processing Engineering, Production, Sales, Service, Accounting, IT, Scheduling and Shipping) in the best interest of strengthening customer relationships with Metal-Era. They are also assigned to manage specific Customer Accounts with responsibilities including, but not limited to: completing print approvals, obtaining approvals and purchase orders, processing orders, pricing, backing up other CSRS, being a training buddy, product knowledge, and warranties.
Essential Duties and Responsibilities. This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management deems necessary. Candidates must be able to satisfactorily perform each essential duty listed, with or without reasonable accommodation.
Customer Service
- Deliver an exceptional level of customer service in every interaction to fulfill the SPEQ Promise (Speed, Protection, Expertise, and Quality) to both our internal and external customers. We achieve our SPEQ promise by honoring seven simple core values and celebrating our success as a team by being curious, adaptable, responsive, accountable, approachable, supportive and inclusive.
- Establish and maintain positive business relationships with our customers to ensure the highest level of customer satisfaction and customer retention.
- Be responsive and professional in answering incoming Customer telephone calls and/or messages.
- Effectively and professionally address and productively resolve customer inquiries, problems, concerns and/or complaints regarding Metal-Era products or services.
- Demonstrate the ability to solve problems in a professional, up-front and transparent manner. Openly disclose errors or concerns and seek to find a win-win solution for the customer and the company.
- Be knowledgeable about Metal-Era product lines; including specification knowledge, pricing, and general application of our products.
- Communicate effectively with all personnel in Engineering, Production, Shipping, Sales, Service, Accounting, IT, Scheduling and Shipping departments regarding specific Customer Account needs.
- Demonstrate an understanding and ability to navigate non-assigned Customer Accounts, to assist teammates in delivering an exceptional customer experience.
- Review and coordinate drawings, purchase orders, and quotes to prepare for accurate order entry.
- Master the order entry and order management system; reviewing and entering orders in an accurate and timely manner. Fully understand the impact and source of processing errors and non-conformance issues, and take ownership of errors and immediately work to disclose and correct them.
- Communicate with interdepartmental personnel on specific orders, late orders, freight issues, order errors or concerns, and/or specific or special customer account needs.
- Follow-up on placed orders to assure the highest level of customer satisfaction and retention.
Teamwork & Support
- Build relationships and resolve conflict in a productive, professional manner to support and foster our Metal-Era culture of Trust and Respect.
- Demonstrate a willingness to work with others through open, honest, and supportive communication. Challenge appropriately and constructively.
- Demonstrate a 'continuous improvement' mindset, by seeking and accepting feedback, embracing change, and making adjustments in a positive manner.
- Provide support to teammates as requested, including assisting other CSRs and TSRs, problem resolution, or other inter-departmental issues.
- Demonstrate a willingness to contribute to special projects, as assigned by leadership.
- Comply with all safety and work rules and regulations and maintain departmental housekeeping standards.
- Make sound business decisions, demonstrate constructive ingenuity, and consistently put forth the necessary effort to do the best job possible.
Requirements
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- A high-school diploma, and at least 2+ years' experience in customer service, customer-interacting, or customer-facing role is required, or an equivalent combination of education and experience.
- Excellent interpersonal and communication skills; including the ability to effectively communicate verbally and in-writing with customers, and internally at all levels of the organization.
- Strong computing skills, including proficiency in Microsoft Outlook, Word, Excel, and Adobe.
- Proficiency using office hardware (computers, laptops, printers, and fax machines).
- High attention to detail and a consistent history of accuracy in completed work.
- Strong "customer first" mindset, and well-developed customer service skills.
- Demonstrate ability to problem-solve in standardized scenarios involving several concrete variables.
- Strong mathematical skills.
- Proven ability to effectively resolve interpersonal conflicts and/or problems in a professional manner.
Preferred Qualifications
- A certificate program or two-year degree in customer service, business management, business administration, finance, or similar field is preferred, but not required.
- Experience working in a customer service role is preferred, but not required.
Physical Demands
While performing the duties of this job, the employee is frequently required to sit; talk and hear; and use hands to finger, handle, or touch objects or controls. While most of the work is completed while seated at a desk and facing a computer, the employee is regularly required to stand and/or walk. On occasion, the incumbent may be required to stoop, bend, crouch, or reach above the shoulders. The employee must occasionally lift up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation. Candidates must be able to satisfactorily meet the physical demands listed, with or without reasonable accommodation.
Work Environment
The position is primarily an office-based position with regular visits to the plant floor, with exposure to light-to-moderate manufacturing noise. The incumbent occasionally performs work-related travel, less than 10% of the time. The role is primarily scheduled weekdays, and during first-shift hours; however, some projects and initiatives may require the flexibility to occasionally work on weekends or during second-shift hours .
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