CUSTOMER SERVICE REPRESENTATIVE chez Reading Rock

Job Purpose

The CSR/Account Management Support is an entrepreneurial driven individual who manages the day-to-day point-of-sale environment ensuring a clean and organized customer experience, project management for assigned residential builders, order fulfillment, RMAS and other transactions, coordinate service and install order fulfilment, updates and maintains product displays and sales materials, assisted Account Managers, and is focused on promoting and enhancing Reading Rock Business. They are required to begin training and achieving Customer Experience Specialist Certification. Essential Duties and Responsibilities competence is required within the first 90-days of employment. 

Essential Duties and Responsibilities

• Sales to support growth with functions including order fulfilment and customer selections through various consultations with retail and wholesale customers. Process cash, account, counter, and showroom sales through order entry as well as consultative role. Assist outside Sales with customer experience as it relates to the selection process and order fulfilment. Coordinate the fulfilment of back orders and special-order products with purchasing, the customer, yard, and dispatch. 
• Takes personal accountability for ensuring the Showroom meets the quality of excellence which represents our brand and provides outstanding service to both our internal and external customers.
• Support profitable growth by identifying selling opportunities through adding on sales and new walk-in business.
• Uses various software including ERP Systems, Excel, and other Microsoft Office Products to perform various customer transactions.
• Accurately and thoroughly enter orders for all customers in a timely manner. 
• Assist Account Managers and Project Managers with, order entry, scheduling and other required functions to ensure exceptional customer experience. 
• As a residential project manager with assigned accounts, be the point of contact for those accounts and the account manager.
• Manage assigned residential builder accounts as a Project Manager downloading plans, coordinating estimating, order entry and releasing for shipment.
• Assist in the Pick/Pack/Ship process in the warehouse/yard as needed. 
• Process cash, account, and counter sales, assist showroom sales, and correctly files corresponding paperwork.
• Schedule deliveries within company terms and conditions. Work with distribution to meet corporate delivery standards.
• Manages open orders & back orders. Maintains due dates for open orders. 
• Accurately create, process, and complete Return Materials Authorizations (RMA).
• Can search database, locate, and interpret critical information to Order & RMA processing.
• Maintain constant communication with yard and management regarding customer/product issues and receive and communicate information in this role in a professional, informative, and instructive manner.
• Gathers and distributes sales leads through lead-generating tools such as HHT.
• Collaborate with the Sales team to maintain and increase margins.
• Assist Outside Sales Associates to enhance customer satisfaction.
• Work with the appropriate sales professional to resolve matters affiliated with all key internal and external stakeholders for prompt and equitable resolutions.
• Participate in and help coordinate training events to enhance product and industry knowledge necessary to support the business.
• Maintains showroom and display area to ensure organization and cleanliness. 
• Maintains all Point of Sale (POS) samples, brochures, flyers, displays, and other materials. Fully stocked and ready for customer consultations. 
• Maintains/upgrades displays, samples, and other merchandise necessary to successfully show and sell the various product groups from the Distribution Center.
• Drive operational excellence with all stakeholders. 
• Vigorous compliance with Standard Operating Procedures (SOP), Work Instructions (WI), policies, procedures, and performance standards. 
• Retain proper paperwork in a safe location and sustain a clean appearance for visiting customers.
• Understand and articulate the 4P’s, Reading Rock Core Values, and the Customer Service Purpose.
• Comply with policies in accordance with Reading Rock core values.
• Other position-related duties as needed & assigned.
• Customer Experience Specialist training and Certification are required within the first nine months of employment.

• Bi-lingual preferred (English/Spanish)
• High School Diploma: 2-year degree preferred
• Reading Rock Forklift Certification. 
• Construction Industry Experience: preferred
• Customer Service Experience: 3+ years preferred.
• Valid driver’s license and good driving record.
• Ability to demonstrate an exceptional customer service experience.
• Ability to connect with others, build trust, and be accountable for the customer experience.
• Has excellent interpersonal skills and is naturally persuasive.
• Ability to communicate, both verbally and in writing, using the English language.
• MS Office, MS Excel, MS Word, ERP
• Promote and participate in a team environment: Work in a team-based platform and lead by example to implement continuous improvement initiatives to ensure the Industry’s Best Customer Experience.
• Industry Awareness: Stay abreast of the ever-changing needs of our customers to help properly position for sustained growth.

Work Schedule: : Monday through Friday 7:30AM to 4:30PM. Some Saturday mornings are required from 7:30AM to 12:00PM.

Competencies: Business Acumen, Costumer Service Oriented, Leadership, Quality Orientation, Work Standards. 

Travel Required: 5%

Supervisory Responsibilities: 

None

Work Environment:

Manufacturing and office environment. Exposure to noise, fumes, and dust, while in manufacturing facilities.

Physical Demands:

The employee is to occasionally Stand; Walk; Climb or balance; Stoop, kneel, crouch, or crawl; the employee is regularly Sit; Use hands to finger, handle, or feel; Reach with hands and arms; Talk or hear. 

Acknowledgement: This job description is not intended to be an all-inclusive list of duties and standards of the position.  Critical features of this job are described under the headings above.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.   Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company

Equal Employment Opportunity Employer and a Drug-Free Workplace