Residential Customer Service Rep II

Customer Service Representative II

Our Customer Service Representative II is a knowledgeable professional who delivers the highest level of customer service and sales support, honoring the company's Statement of Purpose. As a key point of contact, this role requires experience and knowledge, with the expectation of being knowledgeable on complex inquiries and all products and services provided by Alliance Door Products.

Position Responsibilities:

• To conduct oneself with the highest levels of integrity, positively representing the company and employees in a trustworthy and sincere manner.
• Serve as the primary customer contact for questions relating to their activities and problem-solve customer needs, ensuring frequent communication with Outside Sales members.
• Positively and professionally address customer needs, requests, and concerns in a timely manner.
• Process customer calls, quotes, information requests, requests for RMAs, order delays, backorders, and track order status and confirmations in an accurate, efficient, and timely manner.
• Ability to enter orders for stocked and limited special-order products, and pre-hung standard items.
• Follow established company pricing guidelines.
• MO generation.
• Detail new customer orders prior to handing off to order entry or purchasing, ensuring all required information is provided.
• A good understanding of the branch's shop, warehouse, and shipping processes.
• Follow up and provide feedback regarding customer quotations.
• Manage open order file daily, ensuring all ship dates are up to date and correct.
• Encourage a collaborative, team-oriented work environment that supports our Statement of Purpose.
• Contribute to team growth by sharing knowledge and insights.
• Be proficient in the knowledge of Alliance's residential door and millwork products.
• Work independently with minimal supervision.
• Communicate effectively and professionally in a fast-paced environment with frequent interruptions.
• Other duties as directed by the supervisor.

Experience, Required and Preferred:

• Must have at least five (5) years of experience working in a customer service role in an office environment.
• At least three (3) years of experience in the millwork industry, the building industry, or a combination thereof.
• Ability to work independently and collaboratively within a team-oriented environment.
• Effectively communicate complex information clearly and concisely, both verbally and in writing.
• Exceptional attention to detail and accuracy.
• Demonstrated ability to analyze situations, identify solutions, and implement effective resolutions.
• Proficiency in learning and using CRM software and other relevant tools.
• Proven attention to detail, accuracy of work, and commitment to quality.
• Experience in navigating and operating programs efficiently.

Physical Requirements:

• Must be able to remain in a stationary position for prolonged periods of time—options to stand or sit while stationary.
• Occasionally move about inside the office to access filing cabinets, office machines, etc.
• Constantly operates a computer and other office machines, such as a calculator, copy machine, and computer printer.
• The ability to communicate information and ideas clearly through written and verbal forms so that others will understand.

Compensation & Benefits:

• $26.00 - $28.00 per hour, DOE
• Medical/Dental/Vision insurance and Health Savings Accounts (HSA's) with employer contributions
• Retirement Plan
• Paid Holidays
• Paid Time Off
• Paid Bereavement Leave

More About Our Company:

We are an equal-opportunity employer and one of North America's leading distributors of high-quality door products. The great service and products we deliver are a result of the hard work and talent of our exceptional team. We work very hard to hire the best team members who share our core values in respect for all people, integrity in every situation, and quality in everything we do. A supportive team with diverse backgrounds and career experiences from all around the world strengthens who we are and provides many opportunities for continuous growth and development within our Company.