Customer Service Specialist - General Services

Tremco Incorporated • Beachwood, OH • 10h ago

BUILD YOUR FUTURE WHILE YOU HELP BUILD A BETTER WORLD!
About Us
Tremco Construction Products Group (CPG) is an international collection of brands that manufactures building materials for the commercial and residential construction industries. Combined with our reliable customer support, training, and testing services, Tremco CPG helps build energy-efficient, sustainable, safe and watertight structures.
Tremco CPG Inc. has a history of excellence, which began in 1928 when William Treuhaft established the Tremco Manufacturing Company in Cleveland, Ohio. Since then, the organization has grown to offices, manufacturing facilities, and thousands of employees across the world, while still maintaining the family atmosphere it was founded upon.
At Tremco CPG, we prioritize collaboration amongst our departments and the construction and manufacturing industries to foster an inclusive and equitable working environment, empower our employees to learn and grow, and advance the markets we serve.
We also give back to our communities and nonprofit organizations through regular volunteer opportunities, a charitable donation matching program, as well as food, clothing & school supply drives.
If you're looking for a place to build a career and a life, with great benefits, advancement opportunity, technology, people and a commitment to a sustainable future, you've found it with us.
Tremco is currently hiring a CUSTOMER SERVICE SPECIALIST. This position is intended as a hybrid position, working part of each week on campus, and partially remote.
GENERAL PURPOSE OF THE JOB:
The Customer Service Specialist is responsible for delivering high-quality customer service and operational support throughout the entire order lifecycle. This role plays a critical part in ensuring timely and accurate order entry, contract compliance, and project setup while collaborating closely with internal departments including Sales, Contracts Management, Credit, Project Administration, Field Operations, Logistics, and Accounts Payable. The representative acts as a liaison between external customers and internal teams, ensuring all documentation, approvals, and pricing align with company standards. Additionally, this position supports marketing efforts and promotes data accuracy and consistent customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Handle high volumes of inbound calls and inquiries related to orders, project setup, and status updates.
Review customer purchasing documents and submit to Legal via Outlook for compliance validation.
Follow up with Contracts Management and field teams to secure outstanding contract approvals and redlined agreements.
Accurately enter all orders into SAP on the same day they are received, ensuring completeness and accuracy.
Communicate pertinent order and shipment information to Sales Reps and customers in a timely manner.
Coordinate job site deliveries, ensuring efficient and accurate logistics scheduling.
Monitor order fulfillment to ensure timely shipping and billing.
Process product returns by collecting necessary details and securing proper approvals.
Identify discounted orders and apply discounts as applicable.
Issue credit memos within three business days of receiving necessary approvals.
Maintain a customer service error rate of no more than 1%, striving for zero.
Demonstrate a comprehensive understanding of interfacing functions, including Credit, Accounting, Inventory, and Purchasing.
Stay informed and compliant with company policies and operational procedures.
Build and sustain professional relationships with internal departments, Sales Reps, and external customers.
Complete special projects and reports with a high degree of accuracy and timeliness.
EDUCATION:
Bachelor's degree in Business, or equivalent experience and/or training required
EXPERIENCE:
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