Customer Service Job at Firestone Building Products
Overview:
The Customer Support Representative II provides direct support to the sales team and is
responsible for managing key aspects of the order-to-cash process, including product supply and
delivery, order entry, pricing, customer issue resolution, and coordination of claims and invoicing
for key rep groups. This role works cross-functionally with other departments that impacts the
customer experience and optimization of value chain efficiencies. Identifies process issues and
collaborates with customers and the team to effectively address customer concerns. Responsible
for direct interface with the plants and the planning department. Serves as the first point of
contact for assigned areas to provide reporting, issue resolution, and training. This role requires a
sense of urgency and attention to detail to react to shifting job scope and priorities in the building
products industry.
Responsibilities:
responsible for managing key aspects of the order-to-cash process, including product supply and
delivery, order entry, pricing, customer issue resolution, and coordination of claims and invoicing
for key rep groups. This role works cross-functionally with other departments that impacts the
customer experience and optimization of value chain efficiencies. Identifies process issues and
collaborates with customers and the team to effectively address customer concerns. Responsible
for direct interface with the plants and the planning department. Serves as the first point of
contact for assigned areas to provide reporting, issue resolution, and training. This role requires a
sense of urgency and attention to detail to react to shifting job scope and priorities in the building
products industry.
Responsible for customer interaction and relationship management of assigned rep
groups and customer accounts
transportation, and planning
Qualifications:
groups and customer accounts
- Responsible for management of orders in SAP (new orders, quotes, samples, status/
- Focal point for assigned key rep groups as a single point of contact for customer inquiries
transportation, and planning
- Manage third-party vendor orders related to customer orders
- Collaborate cross-functionally to ensure orders are loaded and shipped on schedule
- Ensure timely follow-up on associated actions related to sales orders.
- Manage requests for changes to sales orders (delivery date, material, quantity), inventory
- Manage open orders reporting to identify actions and root cause for order delays,
- Responsible for proactive communication with plants, planning, and sales to ensure
- Effectively manage difficult conversations with customers regarding order issues and
- Other duties as assigned
Associates Degree in business or a related field required or High School diploma with 5
years’ experience. 4 year degree preferred.
years’ experience. 4 year degree preferred.
- 2 years of customer support experience in a call center or like environment.
- Motivated and enthusiastic who is customer centric oriented
- Strong analytical and organizational skills
- SAP experience preferred.
- Excellent critical thinking and problem-solving skills
- Work ethic and integrity to be able to work in a team environment
- Positive attitude, self-starter
- Team player who leads by example
- Outlook and Excel skills
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