Customer Service Representative II

Summary/Objective: The Customer Service Representative II will provide technical and product knowledge to both internal and external customers.  They will be responsible for creating take-offs and quotes using knowledge of our products, building materials and our systems.

Key Roles

• Prepare detailed drawings/take-offs for residential and commercial customers
• Create materials lists for customer’s quotes
• Answer technical questions about our products
• Proactive communication with external and internal customers to assist in solving issues
• Maintain knowledge of our products, services, and promotions to assist and educate customers in product selection and function
• Operate in a team environment supporting others.
• Deliver excellent customer service by building professional relationships and trust with partners/customers
• Create and follow up on orders, take offs and quotes

Key Competencies

• Willingness to learn and follow directions
• Ability to collaborate and communicate effectively across departments
• Accuracy and attention to detail
• Organizational skills
• Flexibility
• Technical capacity

Duties and Responsibilities

• Accurately produce take-offs from customer and architectural drawings including complex take-offs for Horizontal, Vertical and lighting
• Document all customer information, communications, and sales in CRM
• Coordinate with Business Development, Sales, Marketing and Architectural teams
• Handle customer complaints courteously, and professionally
• All CSR I proficiencies
• Other duties as needed: Job duties, responsibilities, and activities may change at any time and may include potential transfers to other departments and local facilities

Education and Experience

• Required:
  1. High school diploma or equivalent
  2. Three or more years’ experience in customer service, inside sales or estimating
  3. Microsoft Office, Typing, Computer Skills experience
• Preferred: Experience in a building material or construction environment