Customer Service Representative

Location: Peoria IL

Position Summary:

The Customer Service Representative provides an optimum experience exceeding customer’s expectation. This role takes personal responsibility for every order to ensure that the customer’s requirements are met from time of initial order receipt until the product is delivered, invoiced and the customer is satisfied. The Customer Service Representative resolves complex or unusual requests and problems. This role is also responsible for maintenance and enhancement of existing business and obtaining new business. They’re the front line of support for customers and they help ensure that customers are satisfied with products and services.

Primary Accountabilities (Essential Duties):

• Leading by exhibiting the Gibraltar Values.
• Maintaining a positive, empathetic, and professional attitude toward co-workers and customers always.
• Communicating with internal and external customers through various channels on order/delivery status, stock issues, change orders, and service issues.

• Process EDI as well as emailed, faxed, phoned, and written sales orders.
• Process all distribution center (BDC/RDC/FDC/MDC) order requests.
• Process and manage dot.com (CHUB) orders.
• Process daily load shipments for intercompany orders. Coordinating with shipping department and other departments.
• Process Return Authorizations (RMAs).
• Process daily receiving, archives POD paperwork and assorted data entry.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Complete National Account disputes within an approved time frame.
• Review any order problems or issues with the appropriate department(s) and help to find a suitable resolution.
• Provide prompt and efficient response and resolution to each inquiry; such inquiries or problems could involve quality, coordination of deliveries, availability of product, customer pricing and/or billing, etc.

• Maintain and distribute samples and/or marketing inventory.

• Be an expert on our product lines to provide product recommendations and technical advice to our customers.
• Support outside sales team with any customer inquiry or problem concerning their orders.
• Ensure that customers are satisfied with products or services.
• Coordinate customer’s needs with other departments as required to ensure the need is met, i.e., special orders, shipping, or production instructions.
• Liaison between departments internally to provide information in response to inquiries.
• Make pro-active outside sales phone calls to prospective customers.
• Cultivate strong customer relationships to encourage trust and loyalty.
• Run, maintain, and distribute daily/monthly reports.
• Meet sales goals and objectives set by leadership.

• Assist fellow team members including customer service manager and other departments when needed.

• Participate in meetings with the customer service team and other departments as requested.
• Ensure customer satisfaction and provide professional customer support.
• Serves as a backup for Customer Service Manager
• Perform other duties as assigned.

Education/Experience

• High School diploma or GED, Bachelor’s degree preferred
• 3+ years’ experience in a similar role, including inside sales or customer service
• Excellent communication skills, both verbal and written
• Proficient problem-solving and multitasking skill
• Team player and thrive in a collaborative team environment
• Have a desire to learn and grow
• Ability to promote teamwork among peers is a must
• Ability to answer a high volume of calls and/or emails daily
• Must be proficient with Microsoft Office suite (Excel, Word, PowerPoint, Teams)
• Proficient with SAP or an equivalent ERP system

Position Qualifications:

To perform this job successfully, an individual must be able to perform each primary accountability satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Additionally, the physical demands and the work environment typically encountered are listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Education / Experience:

Degree: High School Diploma

Years of Experience: 3 Area: Sales or Customer Service, preferably in a manufacturing or warehouse

Competencies / Technical Skills:

Core Competencies: Personal Credibility, Analytical Abilities, Active listening, Adaptability, Attentiveness, Problem Solving, Dependability, Decision-making, Effective communication, Digital literacy, Friendliness, Knowledge of your product or service, Open-mindedness, Quick thinking, Responsiveness, and Timeliness, and Builds Collaborative Relationships with peers, Superior customer service, Excellent communication skills, Attention to detail, Ability to answer a high volume of calls and/or emails daily, Adaptability & Change Management, Dependability, Empathy, Friendliness, and Integrity.

Organizational Competencies: Continuous improvement, Superior customer service, Continuous learning, Active listening & understanding, Attention to detail, Steadfast ethics & integrity, All-in teamwork, Open & inclusive decision making, Creative problem solving, Humble & authentic, Growth mindset, and Broad perspective.

Technical Skills: Proficient in Microsoft Office applications such as excel and word. Experience with Enterprise Resource Planning (ERP) Systems such as Syteline, Oracle, and SAP.

Physical Requirements:

Sit for long periods of time.

Work Conditions

Environment: Field Office

What we offer

Health & Welfare

• Medical, dental, and vision insurance plans for employees and dependents
• Health care & dependent flexible spending plans
• Free Life and AD&D coverage with supplemental coverage options
• Employee assistance programs focused on mental health

Financial Wellbeing

• Competitive compensation
• Bonus opportunities
• Generous 401(k) plan

Flexibility & Time Off

• Paid time off, including vacation, bereavement, jury duty, sick leave, disability, holidays.

Community & Personal Development

• Donation matching and time off to volunteer
• Educational reimbursement

About Us

Gibraltar is a leading manufacturer and supplier of products and services for North American agtech, renewable energy, residential, and infrastructure markets. By building solutions that make life better for people and the planet, Gibraltar advances the art and science of engineering, science and technology to shape the future of comfortable living, sustainable power, and productive growing.

Guided by an inclusive, values-driven culture that celebrates and rewards different perspectives, we work together to create lasting positive impact on everyone our business touches. To learn more about what makes us #GibraltarProud, visit our website: www.gibraltar1.com

Gibraltar is an Equal Opportunity Employer; and considers applicants for all positions without regard to race, color, religion, creed, gender, gender identity, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. In addition, Gibraltar will provide reasonable accommodations for qualified individuals with disabilities.

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