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Cornerstone Building Brands · 1 day ago

Customer Success Representative

Welcome, NC

Full-time

Hybrid

Entry Level

1+ years exp

Cornerstone Building Brands, headquartered in Cary, North Carolina, is the largest manufacturer of external building products in North America. As a Customer Success Representative, you will provide premier customer care, assist with product and service inquiries, and ensure customer satisfaction through effective communication and collaboration with sales and operations teams.

Building MaterialManufacturingReal Estate

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

Qualification

Customer SupportAccount ManagementTechnical ProficiencyBuilding Products KnowledgeIssue ResolutionTrainingContinuous ImprovementCollaboration

Required

High School Diploma or equivalent required

1-2 years of proven direct customer and consumer support experience, preferably in the building products industry

Proficient in telecom software; Microsoft Office applications including Word, Excel, PowerPoint, and CRM

Preferred

Bachelor's degree is a plus

Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments preferred

Benefits

Medical, dental and vision benefits starting day 1

PTO

Paid holidays

FSA

Life insurance

LTD

STD

401k

EAP

Discount programs

Tuition reimbursement

Training

Professional development

Company

Cornerstone Building Brands

Glassdoor3.2

Cornerstone Building Brands provide complete building solutions for the residential and commercial markets. It is a sub-organization of Fortify Building Solutions.

Founded in 2018

Cary, North Carolina, USA

10001+ employees