Customer Success Representative

Job Description

As a Customer Success Representative, you'll be part of a dynamic team where your contributions to providing premier customer care are valued, and your professional development is prioritized. Join us and become an integral part of our winning team.

Duties And Responsibilities

Customer Support: Serve direct customers and consumers by providing product and service assistance, and resolving issues to ensure a high-quality customer experience. Take personal responsibility for each interaction, regardless of brand, to ensure customer needs are met from initial order receipt through delivery, invoicing, and warranty. Complete all assigned responsibilities within the requested timeframes.

Account management: Ensure leadership and sales team members are informed of pertinent activities related to each customer account. Monitor orders using routine exception reports and intervene as necessary to ensure smooth processing and maximum customer satisfaction.

Information Accuracy: Provide customers with accurate information regarding pricing, market conditions, product updates, and any other factors that may impact their order. Ensure clear communication and understanding of any changes or issues. Encourage use of portal, as appropriate.

Issue Resolution: Assist customers and sales team members with inquiries or problems concerning their orders, such as quality, delivery coordination, product availability, pricing, and billing. Provide prompt and efficient responses to ensure swift resolution.

Technical Support: Offer product technical information to respond to customer inquiries and recommend alternative materials or products when necessary. Connect customers with qualified divisional personnel for more sophisticated technical inquiries.

Collaboration: Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration.

Escalation Management: Promptly engage Team Leads when appropriate to ensure escalated issues are promptly addressed.

Training: Assist with training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency. Assist with onboarding and training new employees. Lead customer training sessions on the use of configurators or portals.

Continuous Improvement: Support colleagues by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.

Qualifications

• Education: High School Diploma or equivalent required; bachelor’s degree is a plus
• Experience: 1-2 years of proven direct customer and consumer support experience, preferably in the building products industry. 3-5 years of professional experience preferred
• Industry Knowledge: Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments is a plus
• Skills: Strong problem-solving, negotiation, and communication skills are essential
• Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word, Excel, and PowerPoint
• Time Management: Solid time management skills with the ability to prioritize multiple responsibilities effectively
• Interpersonal Skills: Strong interpersonal and teamwork skills with a high level of integrity and personal motivation
• Adaptability and Flexibility: Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset
• Resilience: Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges
• Learning Agility: Be willing to adapt to new processes, technologies, and ways of thinking
• Collaboration and Teamwork: Collaborate with colleagues, share insights, and work together to achieve common goals

Additional Information

This is a full-time remote position; ideal candidates will be located on the East Coast.

Why work for Cornerstone Building Brands?

Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time team members receive medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development. You can also join one of our Employee Resource Groups which help support our commitment to providing a diverse and inclusive work environment.

• Full-time is defined as regularly working 30+ hours per week.

All your information will be kept confidential according to EEO guidelines.

The US base pay for this role is $20 - $25 hourly + medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Cornerstone Building Brands is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.