Customer Service Representative

Tremco Construction Products Group brings together Tremco CPG Inc.’s Commercial Sealants & Waterproofing and Roofing & Building Maintenance divisions;

Tremco Barrier Solutions Inc.; Dryvit, Nudura and Willseal brands; Prebuck LLC; Weatherproofing Technologies, Inc.; Weatherproofing Technologies Canada and PureAir Control Services, Inc.

Altogether, Tremco CPG companies operate 21 manufacturing facilities, 6 distribution sites, and 3 R&D / technology sites, and employ more than 2,700 people across North America.

The Customer Service Representative provides customer service to external customers (distributors, contractors, design teams, and building owners) and internal customers (sales representatives) as it relates to processing product orders.

This is a hybrid role and works out of the Concord depot three days a week. The depot is moving to Langstaff in December and then the position will work out of Langstaff three days a week.

ESSENTIAL DUTIES & RESPONSIBILITIES :

• Obtain and continuously enhance a broad knowledge of product line, prices, delivery time and similar data as required relating to the business units being serviced.
• Handle large volumes of calls, emails, and faxes.
• Check stock availability to confirm orders.
• Growth and development
• Account management including; manage special pricing and customer portals.
• Troubleshoot issues regarding pricing, tracing, and tracking orders, delivery times, product information and stock availability.
• Keep customer and / or sales representatives advised of anticipated ship dates and any delays regarding orders.
• Be proactive in communicating changes to orders.
• Suggest potential alternatives / solutions to customer concerns.
• Supply MSDS upon request and as required.
• Develop and maintain effective working relationships with team members, managers and personnel in internal departments whose functions directly or indirectly affect the service level to our customers (to aid in providing exceptional customer service).
• Make special requests such as color matching, special sales order process or Extruded Rubber Products (ERP) orders.
• Respond to all aspects of customers’ and representatives’ inquiries or requests (orders, product information, stock status, pricing, shipping information, samples, etc.)
• Accurately key orders into the system.
• Ensure all orders are shipped and invoiced promptly and accurately.
• Follow ISO and SOX required procedures as related to the customer service function.
• Assure orders and shipping quantities match picking documents.
• Work with Plant Operations, Purchasing, Shipping to resolve stock discrepancies.
• Notifies consignee of shipment availability as well as coordinate logistics.
• Arrange movement of freight to consignee / agent & update system with information.

EDUCATION :

High school diploma or general education degree (GED)

EXPERIENCE :

One to two years of related experience.

OTHER SKILLS AND ABILITIES :

• Must be able to clearly communicate verbally and in written form in a professional manner.
• Strong proficiency with Microsoft Office applications is required.
• Understanding of Lean Management Principles is an asset.
• SAP Preferred

BENEFITS AND COMPENSATION :

The salary range for applicants in this position generally ranges between $52,800 and $56,000 plus a 7% bonus opportunity.

This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law.

Tremco offers a variety of benefits to its employees, including but not limited to extended health and dental, Insurance, a defined pension plan, RRSP with a company match, paid holidays, paid time off, performance bonus, and continuing education.

All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.