Customer Service Representative

Classification:

Hourly

Shift:

First Shift - 8 (United States of America)

Job Description:

Are you looking for a new challenge? Passionate about innovation? Want to work for a global company that values integrity, teamwork, and loyalty? 

At LATICRETE International, we aim to be the leading construction brand trusted globally for high-performance tile and stone installation systems and building finishing solutions. We’ve been in business for over 65 years, family-owned for three generations, and can be found in over 100 countries. The Hartford Business Journal even named us one of Connecticut’s top family-owned companies in 2017! 

 We don't just make innovative, industry-leading products. Our purpose is to improve the built world and the lives of those who build it. We strive to connect with, engage with and improve the lives of our employees, our customers, our partners, and the global communities in which we operate. 

We are seeking passionate and ambitious employees who want to make a difference not just within our organization, but within their communities, our industry, and the world. If that sounds like you, then what are you waiting for? Join the family and expand your horizons! 

Just some of our benefits:

• Medical
• Dental
• Vision
• 401k
• Tuition reimbursement
• 13 paid holidays in addition to paid vacation and sick time
• Flexible spending
• Life Insurance, AD&D and Supplemental Insurance

Overview:

Responsible for all customer service and order entry duties including, but not limited to, order entry, inventory inquiries, pricing information, invoicing, and credit memos for domestic customers.

Essential Job Functions & Responsibilities: 

• Performs all customer service-related duties including, but not limited to; answering phones, computer entry of orders/Debits/Credits/RMA’s, providing shipment confirmations, invoices and credit memos utilizing JD Edwards’s system. 
• Efficiently manage inbound phone queue to assure inbound customer calls are handled timely with minimum hold times and/or transfers. 
• Provide day to day support to meet customer need dates and requirements 
• Provide customers with accurate information on pricing, stock availability, backorders and shipping. 
• Work with cross-functional teams including; Sales, Logistics, Warehouse/Plant, Finance, Marketing and Procurement. 
• Follow established processes and procedures to handle phone orders, provide order status updates, look-up part numbers and pricing information. In addition, continuously recommend changes to procedures to best support the business. 
• Maintain organized customer files, hard copies and electronic files as required. 
• Professionally communicate with internal and external customers. 
• Demonstrate personal ownership and accountability for tasks and follow through. 
• Cross-train new employees as needed to support onboarding and work transitions. 
• Back up Senior CSR duties, as needed. 
• Provide dedicated product and/or account support as required based on seasonality and demand. 
• Assist the Core team with CS system issues and provide tier 1 troubleshooting training to other CSRs. 
• Act as the Subject Matter Expert for all Customer Service issues. 
• Aid during internal and external audits by representing the local team during the audit and pulling documents necessary to complete. 
• Compile and distribute action items from daily production meetings, including backorders and other potential product issues. 
• Performs other duties as assigned 
• Assumes accountabilities as apparent or as delegated, including mutually agreed upon objectives. 

Job Specifications/Skills: 

• 3 years’ experience in professional Customer Service environment. 
• At least 2 years’ experience in Customer Service at LATICRETE, or comparable industry experience. 
• 2 years’ experience JD Edwards preferred 
• Excellent communication skills both written and verbal 
• Excellent interpersonal skills 
• Computer Skills: Intermediate to Advanced knowledge of Microsoft Office (Word, Excel) and Microsoft Outlook. 
• Physical ability to lift, move and/or carry minimum of 25 pounds. Ability to network and partner cross-functionally to ensure the CS team can be the central voice to the customer without confusion or delay. 

Minimum Educational Requirements: 

High School diploma required; AS degree preferred. 

Travel: 

5-10% 

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