Customer Service, Spec I (CRL)

What You’ll Get to Do  

The Customer Service, Spec I 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 Spec I helps fulfill our brand promise through the service experience.

Responsibilities

• 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 time
• Maintain broad knowledge of clients, products and services of the organization
• Document customer interactions and transactions in ERP consistently
• Accurately process and enter phoned, faxed, and e-mailed quotes and orders in accordance with cut off times and other time constraints that may exist
• Maintain good communication channels with production and specialists to meet customer deadlines
• Communicate 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 resolution
• Assist Specialist II with expediting orders and communications to our customers as needed
• Maintain a manageable workload to not exceed 24-hour backlog on emails and returning voicemails.
• Effectively provide customer feedback to Team Leader
• Other duties as assigned

What We Are Looking For

• A minimum of 2-3 years previous customer service experience or equivalent; glass industry preferred
• High School Diploma or equivalent; Associates/Bachelor’s Degree preferred
• Ability to take ownership and go above and beyond to service customer needs
• Ability to work at a fast pace and stay current with all inquiries and follow up tasks
• 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
• Demonstrate aptitude with troubleshooting experience
• Spanish speaking, a plus