Specialist I - Railings (Customer Service Senior)(CRL)

Who we are:C.R. Laurence Co., Inc. (CRL), a part of Oldcastle Building Envelope (OBE), is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. 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 quality and customer service. The companies and institutions that depend on us impact the growing fields of glass fabrication, construction, architecture, and automotive restyling. Their positions as leaders in their own industries mean they demand the highest standards from their suppliers.About the Position:The Customer Service Senior, Spec I Railings person provides exceptional customer experience to all C.R. Laurence customers. Through the detailed understanding of all C.R.L products the Customer Service Senior offers solutions and facilitates a unique and customized experience to all internal and external customers. In addition, resolves product and service problems, processes order and serves as an ambassador (customer advocate) between customers and the company. The Customer Service Senior helps fulfill our brand promise through the service experience.Responsibilities include, but are not limited to: Greet customers in a courteous, friendly, and professional manner via all avenues of communication (phone primary and email secondary)Provide consistent exceptional customer experiences, every customer, every timeMaintain broad knowledge of clients, products and services of the organizationDocument customer interactions and transactions in ERP consistentlyListen attentively to customer needs and concerns; demonstrate empathy and serve as an advocate for the customerAccurately process and enter phoned, faxed, and e-mailed quotes and orders in accordance with cut off times and other time constraints that may existMaintain good communication channels with production and specialists to meet customer deadlinesMeet our customer needs by following through on our promisesCommunicate and identify customer expectations to determine expected delivery date and time.Resolve 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 resolutionAssist Specialist II with expediting orders and communications to our customers as neededAddress the customer's need (s), ideally on first contact. See a need, fill a need.Participate in educational opportunities internally and externally to enhance knowledge of product and job skills.Regular and consistent attendance safely perform tasks and adherence to all safety policies and procedures are essential functions of the job.Partner and help all co-workers when neededMaintain a manageable workload to not exceed 24-hour backlog on emails and returning voicemails.Effectively provide customer feedback to Team LeaderOther duties as assignedQualification Requirements:A minimum of 2-3 years previous customer service experience or equivalent; glass industry preferredHigh School Diploma or equivalent; AssociatesBachelor's Degree preferredAbility to take ownership and go above and beyond to service customer needsAbility to work at a fast pace and stay current with all inquiries and follow up tasksStrong organizational and listening skillsAbility to work overtime if requiredAbility to work independently and prioritize work with deadlinesAbility to work in a fast paced, team environment to meet required deadlinesUtilizes strong time management and organizational skills to successfully multi-taskMust be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communication skillsComputer experience a must and typing of numbers with accuracyDecision making ability - able to actionExceptional interpersonal skillsDemonstrate aptitude with troubleshooting experienceSpanish speaking, a plusAdvancement to Specialist I (Internal Candidates) Complete 9 months of CRL customer service experienceMaintain 9 CallsHour for three consecutive monthsMaintain Error Percentage in good standing for three consecutive monthsSatisfactory demonstration and understanding of Core ProductsSatisfactory demonstration of all Entry programs and processesSatisfactory demonstration of "after the sale" problem resolution skillsWhat CRL Offers YouHourly: $21.50 - $25.50 Highly competitive base payPaid time off10 Holidays (inclusive of 2 floating holidays)Market competitive 401(k) matchIndustry-leading medical, dental, and vision benefitsShort-term and long-term disability coverageLife Insurance Health and wellness programsA culture that values opportunity for growth, development, and internal promotionWe 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 identityexpression, 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.

Created: 2025-01-29