Customer Support Representative

Customer Support Representative

Reports to: Vinyl Products Customer Service Supervisor

Hours: Monday-Friday, 9:00AM-5:30PM

Location: Strasburg Facility (10190 OH-21 Strasburg 44680)

Summary

This position is a member of the Customer Experience team that provides support and order processing for Vinyl products and components manufactured by ProVia'' s Strasburg Facility. The department is focused on establishing long-term relationships with ProVia'' s customers, promoting increased service and product sales for both the customer and ProVia. The employee is expected to uphold and represent ProVia'' s purpose, vision, mission, and values.

Essential Duties and Responsibilities

Essential Duties and Responsibilities include but are not limited to the following:

• Provide professional class service. Manage and take ownership of every situation as it comes up in order to provide the best service to customers.
• Be available and respond to customer inquiries via phone, email, and ProVia'' s online ordering application as assigned.
• Build relationships and be a preferred point of contact for Dealers, Distributors, and Installers through diligent follow-up and proactive communications regarding account specifics, orders, shipments, product configurations, and warranty claims.
• Complete communications and tasks with promptness, completeness, and a serving attitude.
• Process internal communications such as question orders, task lists, special order tracking, engineering tickets, and products needed for projects and other departments serving both internal and external customers.
• Manage tasks outside of primary responsibilities as assigned.

Qualifications

This position requires a motivated, extremely detailed-oriented individual who has excellent communication, technical, and organizational skill sets, and who enjoys working in a team atmosphere.

• Relational Skills

• Nonverbal Communication: Clearly conveys information through written messages; seeks clarification appropriately; responds well to questions; maintains professional verbal/nonverbal communication in any situation. Writes clearly using correct grammar, spelling, and punctuation.

• Verbal Communication- Communicates clearly and can have effective, collaborative, and supportive discussions regarding issues and questions. Enjoy working in a team atmosphere.

• Must be able to take direction and remain positive during conflict.

• Technical Skills

• Proficient in computer usage is required.

• 1-2 years in a job that required daily technology usage.

• Mechanical aptitude and working knowledge of mechanical drawings.

• Working knowledge of construction terms.

• Mid to high level math aptitude: understanding of decimals/fraction conversions, measurement, and sizing.

• A comprehensive understanding of the product lines for which the department is responsible, or a strong desire and aptitude to learn.

• Organizational Skills

• Prioritizes customer's needs; multi-tasks; efficient time management; deadline oriented; meets commitments; prompt responses. Finds satisfaction in managing one's own work with a sense of quality.