Customer Success Representative - job 6 of 7

Cornerstone Building Brands, headquartered in Cary, North Carolina, is the largest manufacturer of external building products in North America with over $6 billion in annual revenue.  Our expansive North American footprint includes almost 20,000 employees, +100 manufacturing facilities, and a network of +75 warehouses, distribution, and retail outlets. Cornerstone has a broad product offering with a well-regarded brand portfolio including the #1 position in windows, vinyl siding, metal accessories, metal roofing and wall systems, and insulated metal panels. Every product we provide and every building we create, positively contribute to communities where people live, work and play.

As a Customer Success Representative, you'll be part of a dynamic team where your contributions to providing premier customer care are valued, and your professional development is prioritized. Join us and become an integral part of our winning team.

DUTIES AND RESPONSIBILITIES

Customer Support: Serve direct customers and consumers by providing product and service assistance, and resolving issues to ensure a high-quality customer experience. Take personal responsibility for each interaction, regardless of brand, to ensure customer needs are met from initial order receipt through delivery, invoicing, and warranty. Complete all assigned responsibilities within the requested timeframes

Account management:  Ensure leadership and sales team members are informed of pertinent activities related to each customer account. Monitor orders using routine exception reports and intervene as necessary to ensure smooth processing and maximum customer satisfaction

Information Accuracy: Provide customers with accurate information regarding pricing, market conditions, product updates, and any other factors that may impact their order. Ensure clear communication and understanding of any changes or issues. Encourage use of portal, as appropriate

Issue Resolution: Assist customers and sales team members with inquiries or problems concerning their orders, such as quality, delivery coordination, product availability, pricing, and billing. Provide prompt and efficient responses to ensure swift resolution

Technical Support: Offer product technical information to respond to customer inquiries and recommend alternative materials or products when necessary. Connect customers with qualified divisional personnel for more sophisticated technical inquiries

Collaboration: Partner with sales and operations teams to ensure a premier customer experience is achieved through effective communication and collaboration

Escalation Management: Promptly engage Team Leads when appropriate to ensure escalated issues are promptly addressed

Training:  Assist with training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency.  Assist with onboarding and training new employees.  Lead customer training sessions on the use of configurators or portals

Continuous Improvement:  Support colleagues by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows

• Education: High School Diploma or equivalent required; bachelor’s degree is a plus.
• Experience:  1-2 years of  of proven direct customer and consumer support experience, preferably in the building products industry.  3-5 years of professional experience preferred.
• Industry Knowledge: Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments preferred
• Skills: Strong problem-solving, negotiation, and communication skills are essential
• Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word, Excel, and PowerPoint
• Time Management: Solid time management skills with the ability to prioritize multiple responsibilities effectively
• Interpersonal Skills: Strong interpersonal and teamwork skills with a high level of integrity and personal motivation
• Adaptability and Flexibility: Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset
• Resilience: Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges
• Learning Agility: Be willing to adapt to new processes, technologies, and ways of thinking
• Collaboration and Teamwork: Collaborate with colleagues, share insights, and work together to achieve common goals

This is a remote position, ideal candidates will be located in Pacific time zone.

Why work for Cornerstone Building Brands?

Our teams are at the heart of our purpose to positively contribute to the communities where we live, work, and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development. You can also join one of our Employee Resource Groups which help support our commitment to providing a diverse and inclusive work environment.

*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.

All your information will be kept confidential according to EEO guidelines.

The US base rate for this role is $23-$26 hourly + medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. (Full-time is defined as regularly working 30+ hours per week.)

Cornerstone Building Brands is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster here along with This Organizations Participation in E-Verify Poster here. If you'd like to view a copy of the company's affirmative action plan or policy statement, please contact Human Resources at 281-897-7788 or [email protected]. If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at 281-897-7788 or [email protected]. This email is used exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails received for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

California Consumer Privacy Act (CCPA) of 2018

Must be at least 18 years of age to apply.

Notice of Recruitment Fraud
We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.