Customer Service Representative

The D S Brown Company • North Baltimore, OH • 20h ago

Schedule: Day Shift - 40 Hours Per Week The Opportunity Founded in 1890, The D.S. Brown Company, a Gibraltar Industries Company, is a world-wide leader and supplier of engineered products to the bridge and highway industry. Headquartered in North Baltimore, Ohio, the Company actively sells to bridge and pavement contractors, specialty subcontractors, and construction product distributors. The D.S. Brown Company prides itself on its quality workforce and its reputable products. Check us out at www.dsbrown.com and become part of our awesome team! The Customer Service Representative will be responsible for handling customer service inquiries and problems via e-mail/telephone and recording consistent problem areas. Respond to e-mail inquiries from both internal & external customers in a timely manner. Customer service is the primary function but may include minimal selling or promotion of products or services. Calls are non-routine and require deviation from standard screens, scripts, and procedures. The position will handle situations which may require adaptation of response or extensive research according to customer response. Uses computerized system for tracking, information gathering, and/or troubleshooting. Also handles invoicing and shipment coordination with both shop floor and shipping department. This position also may include assistance in scheduling and prioritizing projects in the master schedule. This position is located on-site in North Baltimore, OH. Who We're Looking For All your life, you've been a thinker - a practical innovator with rolled-up sleeves, a strong sense of purpose and healthy dose of optimist in you. A maker who gets things done. If you dream of using technology to make a difference in the world, we want you with us. At Gibraltar, we're solving big problems and pushing the boundaries of what's possible, changing lives with smarter products and services in agtech, renewable energy and residential products that will shape a better future for people and the planet. So, we're looking for more than great talent, we're looking for good people with a unique point of view - creators ready to tackle our most important challenges. If you thrive in a collaborative and inclusive culture, working side by side with talented teammates or hand in hand with customers and communities to solve real-world technology problems, we want to hear from you. What You'll Do

Handles and resolves customer complaints, special orders, or returns in-store or via phone or e-mail.

Answers customers' questions regarding product or service and operation or maintenance.

Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.

Nature of products and services is at a level of complexity that usually involves up to two years of directly related study, training, and/or experience to acquire job know-how.

Demonstrate exceptional customer service behaviors to create advocacy and earn the right to expand relationships with current and potential customers.

Interview customers to obtain information and explain available services.

Investigates and corrects errors, following customer and company records.

Resolves complaints of product or service failure or refers to appropriate departments for investigation.

Coordinates customers' service needs with other departments as required to ensure customer service.

Visit customers' premises to resolve customer problems when necessary.

Provides technical and operational direction, service assurance, and quality assurance for every aspect of a customer's order, tactical direction in regards to pre-sales activity, process support, and organizational structure in supporting sales and the company'

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