Customer Service Support II

Job Details:
Currently in search of a Customer Service Support II to join our team based in Springdale, AR. This is a temporary position requiring a 12-month commitment, with the potential for hire upon successful completion.

We take pride in our work and our innovative products and technologies that advance sustainable solutions for a better world. We strive to create a safe, inclusive, and collaborative workplace with competitive benefits, development opportunities and a culture that values and rewards employees on all levels of the organization.

Job Summary:

As a Customer Service Support II, you will be a driving force behind the exceptional customer service experience and seamless project execution. Under the general direction of the Project Management Team Lead, the primary responsibility of the Customer Service Support II is to provide exceptional customer service for our customers' needs for large fabricated and/or stock length projects as well as handling day-to-day activities within the customer service area. Your role will involve coordinating with customers and internal teams to manage project timelines, address inquiries, and resolve issues with agility and precision. You'll play a key role in maintaining and fostering strong customer relationships and ensuring their satisfaction.

In this role, you will:

• Responsible for managing a backlog of identified customers in geographic locations in North America.
  • Timeliness of responses to customers via email and phone call is key.
• Order management process flow throughout the front-end and manufacturing process (estimating, drafting, engineering, order entry, and takeoff) by partnering with individuals from the various areas (estimating, drafting, etc.), problem solving, and best practice sharing to support customer needs.
  • Within order management, responsibilities also include but are not limited to processing LOI's, purchase orders, sales tax credits, feedback and claims management, and transferring orders to other locations.
• Order management: proactive management of orders, including reviewing backlog, that may not meet original deadline, notifying customers of status if something has changed, and working with plant personnel around scheduling.
• Position is in direct communication and interacts with customers, sales team, estimators, drafting/engineering, takeoff, order processing team members, and manufacturing personnel.
• Actively resolve customer concerns and field issues as needed, ensuring a high level of customer satisfaction and trust.
• Coordinates and advances project status, from Order Entry through Manufacturing.
• Understand market needs (customer needs, competitive information).
• Obtain profitable orders (understanding of job margins and determining any opportunities).
• Develop and maintain positive working relationships with customers, internal teams, and stakeholders, representing Kawneer with professionalism and integrity.
• Act as a liaison between the customers and Kawneer, facilitating clear and effective communication to ensure project success.

Essential Skills:

• Competent computer capabilities in Microsoft Office (Excel, Access, Outlook).
• Customer service skills including prompt response time and documentation.
• Excellent time management and organization with attention to detail.
• Ability to work in a team environment in a professional office setting
• Exceptional communication skills (verbal and written) including ability to follow written and verbal instructions.
• People oriented, self-starter that can multi-task, and excel, in a fast-paced environment with deadlines while working independently and/or with others.
• Proven ability to manage and resolve conflicts while fostering a positive and collaborative work environment.
• Demonstrated ability to anticipate challenges and proactively develop solutions, rather than reacting to issues as they arise.
• Proven ability to manage multiple projects simultaneously under tight deadlines.

Also note:

• 0% travel requirement.

Work Setting & Location:

• This position will operate in person in a professional office environment in Springdale, AR.

Schedule:

• Monday – Friday

You have: (required)

• High School Diploma or GED from an accredited institution.
• Minimum 2 years of experience in a complex customer service environment (high call volume or high customer contact).
• Experience with Microsoft Word and Excel.
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Exceptional Candidates also have: (preferred)

• Bachelor's Degree from an accredited institution.
• 2+ years of experience in a manufacturing or construction industry experience.
• Minimum 1 year of experience of reading and interpreting architectural plans and installation instructions.
• Experience with Estimating Software, JD Edwards, and Microsoft Office