CUSTOMER SERVICE SPECIALIST

Job Description

CUSTOMER SERVICE SPECIALIST | Tremco CPG

The Tone:
This is a hybrid customer service role at Tremco CPG, a world leader in solving complex waterproofing and roofing problems for commercial, institutional, and industrial customers. As a Customer Service Specialist, you will be crucial in supporting both external clients like distributors and contractors, and internal sales teams, by ensuring smooth product order processing and excellent communication. Your work directly contributes to the company’s commitment to aggressive growth and building a sustainable future.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid
• Pay: $48000–$54000 yearly
• Mission: Provide essential support by processing product orders and resolving inquiries for all customers, ensuring operational efficiency and satisfaction.
• Tech Stack: Microsoft Office applications, SAP (Preferred)

What You’ll Actually Do
• Customer Engagement & Inquiry Management: Proactively engage with external customers (distributors, contractors, design teams, building owners) and internal sales representatives, handling a high volume of requests via calls, emails, and faxes. Address a comprehensive range of inquiries, including product orders, detailed product information, stock availability, pricing, shipping updates, and sample requests.
• Order Processing & Fulfillment: Accurately process and key product orders into the system, checking stock availability and managing special requests such as color matching or specific ERP orders. Ensure timely and accurate shipment and invoicing of all orders, providing updates on anticipated ship dates and communicating any potential delays to maintain customer satisfaction.
• Issue Resolution & Documentation: Troubleshoot and resolve a variety of issues, including those related to pricing discrepancies, order tracing and tracking, delivery times, and product information. Provide proactive solutions and alternatives to customer concerns, and supply Material Safety Data Sheets (MSDS) as required, while following all ISO-required procedures.
• Product Expertise & Internal Collaboration: Develop and continuously enhance a broad, in-depth knowledge of the product line, pricing structures, delivery times, and other relevant business unit data. Cultivate and maintain strong working relationships with internal departments whose functions affect service levels to ensure seamless service delivery and exceptional support for all customer needs.

The Must-Haves
• Background: High school diploma or general education degree (GED), underpinning a core understanding of customer service practices.
• Experience: A minimum of two years of hands-on customer service experience is required, with a strong preference for candidates who have worked in a high-volume call center environment.
• Skills: Demonstrated ability to communicate clearly and professionally, both verbally and in written form. Strong proficiency with Microsoft Office applications is essential for this role.
• Bonus: Prior experience with SAP systems is preferred, and an understanding of Lean Management Principles would be a valuable asset.