Accounting, Architectural Services, Billing, CAD/CAM (Computer-Aided Design/Computer-Aided Manufacturing), Cargo/Freight, Change Management, Continuous Improvement, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Data Quality, Detail Oriented, High School Diploma, Logistics, Machine Tool, Manufacturing, Mathematics, Microsoft Office, Order Management, Order Processing, Order/Customer Fulfillment, Partner Sales, Presentation/Verbal Skills, Problem Solving Skills, Production Schedule, Purchase Orders, Resolve Customer Issues, SAP ECC (fka SAP R/3 and SAP ERP), Supply Chain, Supply Chain Operations, Team Player, Technical Sales, Time Management, Willing to Travel
Job Summary
The Customer Service Reps (CSRs) at Carlisle Architectural Metals (CAM) play a critical role in delivering an exceptional customer experience by ensuring accurate, efficient, and timely entry, processing, and fulfillment of customer orders across our edge metal brands - Metal Era and Hickman Edge Systems.
Our Customer Service Reps are responsible for delivering The Carlisle Experience by getting the right product, to the right place, at the right time, in the right condition, with the right invoicing - and being a pleasure to do business with throughout.
The CSR is also the customer's primary point of contact within their territory for resolution of problems as they arise. This individual will be expected to form strong relationships with both internal partners (including Sales, Order Processing, Engineering, Accounting, Scheduling, Supply Chain, Operations, and Technical Sales) and external customers and representatives, helping to ensure seamless order execution and a positive experience from start to finish.
This role is essential in supporting CAM's commitment to the SPEQ Promise: Safety, Productivity, Expertise, and Quality, and in driving the integration of our customer experience under the One CAM model.
Duties and Responsibilities:
- Handles all requests for orders for an assigned territory of customers, managing customer orders from placement/entry in our system through successful delivery and invoicing with appropriate print approvals, providing accurate lead times, etc.
- Creates a strong relationship with internal and external customers and departments.
- Delivers exceptional customer service with focus on Quality.
- Handles orders with urgency and customer requests or inquiries with professionalism and responsiveness.
- Effectively resolves and addresses customer inquiries, problems, concerns or complaints regarding products or services.
- Review and coordinate drawings, purchase orders, and quotes to prepare for accurate order entry.
- 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.
Required Skills/Abilities/Knowledge:
- Strong customer focus - customer first mindset.
- Effective written and verbal communication
- Basic mathematics
- Organizational and time management Ability to work in fast paced environment with sense of urgency and drive for results.
- Ability to answer various customer inquiries in an accurate manner/ability to manage change.
- Knowledge of production scheduling
- Strong attention to detail and data accuracy.
- Continuous improvement mindset.
- Teamwork - ability to build trust with others collaboratively.
Education and Experience:
- High school diploma required.
- Associates or bachelor's degree preferred, not required.
- Minimum experience in customer facing role 2+ years.
- Minimum experience in one of the following fields: order management, customer service, logistics, supply chain, or inventory
- SAP or other ERP experience is a plus.
- Proficiency in Microsoft Office required.
Equipment Used:
Working Conditions:
- Typical Office Environment
- Occasional exposure to manufacturing
- Monday - Friday, 7am - 4pm or variable schedule as determined by management.
Travel Requirement:
- Some travel (no more than 10%) may be required for this
Physical Requirements:
NEVER
OCCASIONALLY
FREQUENTLY
CONTINUOUSLY
(0-30%)
(31-60%)
(61-100%)
LIFTING OR CARRYING
X
X
X
X
X
PUSHING OR PULLING:
X
X
X
BENDING OR STOOPING
X
REACHING ABOVE SHOULDER LEVEL
X
DRIVING AUTOMATIC EQUIP. VEHICLES
X
OPERATE MACHINERY OR POWER TOOLS
X
CLIMBING (LADDERS, STAIRS, ETC.)
X
WALKING
X
NEVER
OCCASIONALLY
FREQUENTLY
CONTINUOUSLY
(0-30%)
(31-60%)
(61-100%)
STANDING
X
SITTING
X
WORKING IN EXTREME TEMPERATURES
X
REPETATIVE MOTION INCLUDING BUT NOT LIMITED TO:
WRISTS, HANDS AND/OR FINGERS)
X
VISION
X
HEARING
X
DEXTERITY
X
HAND EYE COORDINATION
X