Job description
Customer Support Representative
Reports to: Vinyl Products Customer Service Team Leader
Hours: Monday-Friday, 8:00AM-4:30PM or 8:00AM-6:30PM, 4 Days per Week
Location: Strasburg, OH
Summary
This position is a member of the Customer Experience team that provides support and order processing for Vinyl products and components manufactured by ProVia' s Strasburg Facility. The department is focused on establishing long-term relationships with ProVia' s customers, promoting increased service and product sales for both the customer and ProVia. The employee is expected to uphold and represent ProVia' s purpose, vision, mission, and values.
Essential Duties and Responsibilities
Essential Duties and Responsibilities include but are not limited to the following:
- Provide professional class service. Manage and take ownership of every situation as it comes up in order to provide the best service to customers.
- Be available and respond to customer inquiries via phone, email, and ProVia' s online ordering application as assigned. Build relationships and be a preferred point of contact for Dealers, Distributors, and Installers though diligent follow-up and proactive communications regarding account specifics, orders, shipments, product configurations, and warranty claims. Complete communications and tasks with promptness, completeness, and a serving attitude.
- Process internal communications such as question orders, task lists, special order tracking, engineering tickets, and products needed for projects and other departments serving both internal and external customers.
- Manage tasks outside of primary responsibilities as assigned.
Qualifications
This position requires a motivated, extremely detailed-oriented individual who has excellent communication, technical, and organizational skill sets, and who enjoys working in a team atmosphere.
- Relational Skills
- Nonverbal Communication: Clearly conveys information through written messages; seeks clarification appropriately; responds well to questions; maintains professional verbal/nonverbal communication in any situation. Writes clearly using correct grammar, spelling, and punctuation.
- Verbal Communication- Communicates clearly and can have effective, collaborative, and supportive discussions regarding issues and questions. Enjoy working in a team atmosphere.
- Must be able to take direction and remain positive during conflict.
- Technical Skills
- Proficient in computer usage is required.
- 1-2 years in a job that required daily technology usage.
- Mechanical aptitude and working knowledge of mechanical drawings.
- Working knowledge of construction terms.
- Mid to high level math aptitude: understanding of decimals/fraction conversions, measurement, and sizing.
- A comprehensive understanding of the product lines for which the department is responsible, or a strong desire and aptitude to learn.
- Organizational Skills
- Prioritizes customer’s needs; multi-tasks; efficient time management; deadline oriented; meets commitments; prompt responses. Finds satisfaction in managing one’s own work with a sense of quality.
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