Specialist I - Railings (Customer Service Senior)(CRL) (Maintenance)

Who we are:
C.R. Laurence Co., Inc. (CRL), a part of Oldcastle Building Envelope (OBE), is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.

We operate our business to the highest standards of quality and customer service. The companies and institutions that depend on us impact the growing fields of glass fabrication, construction, architecture, and automotive restyling. Their positions as leaders in their own industries mean they demand the highest standards from their suppliers.

About the Position:

The Customer Service Senior, Spec I Railings person provides exceptional customer experience to all C.R. Laurence customers. Through the detailed understanding of all C.R.L products the Customer Service Senior offers solutions and facilitates a unique and customized experience to all internal and external customers. In addition, resolves product and service problems, processes order and serves as an ambassador (customer advocate) between customers and the company. The Customer Service Senior helps fulfill our brand promise through the service experience.

Responsibilities include, but are not limited to:

• Greet customers in a courteous, friendly, and professional manner via all avenues of communication (phone primary and email secondary)
• Provide consistent exceptional customer experiences, every customer, every time
• Maintain broad knowledge of clients, products and services of the organization
• Document customer interactions and transactions in ERP consistently
• Listen attentively to customer needs and concerns; demonstrate empathy and serve as an advocate for the customer
• Accurately process and enter phoned, faxed, and e-mailed quotes and orders in accordance with cut off times and other time constraints that may exist
• Maintain good communication channels with production and specialists to meet customer deadlines
• Meet our customer needs by following through on our promises
• Communicate and identify customer expectations to determine expected delivery date and time.
• Resolve product or service problems by clarifying customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustments; following up to ensure resolution
• Assist Specialist II with expediting orders and communications to our customers as needed
• Address the customer's need (s), ideally on first contact. See a need, fill a need.
• Participate in educational opportunities internally and externally to enhance knowledge of product and job skills.
• Regular and consistent attendance safely perform tasks and adherence to all safety policies and procedures are essential functions of the job.
• Partner and help all co-workers when needed
• Maintain a manageable workload to not exceed 24-hour backlog on emails and returning voicemails.
• Effectively provide customer feedback to Team Leader
• Other duties as assigned

Qualification Requirements:

• A minimum of 2-3 years previous customer service experience or equivalent; glass industry preferred
• High School Diploma or equivalent; Associates/Bachelor's Degree preferred
• Ability to take ownership and go above and beyond to service customer needs
• Ability to work at a fast pace and stay current with all inquiries and follow up tasks
• Strong organizational and listening skills
• Ability to work overtime if required
• Ability to work independently and prioritize work with deadlines
• Ability to work in a fast paced, team environment to meet required deadlines
• Utilizes strong time management and organizational skills to successfully multi-task

• Must be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communication skills
• Computer experience a must and typing of numbers with accuracy
• Decision making ability – able to action
• Exceptional interpersonal skills
• Demonstrate aptitude with troubleshooting experience
• Spanish speaking, a plus

Advancement to Specialist I (Internal Candidates)  

• Complete 9 months of CRL customer service experience
• Maintain 9 Calls/Hour for three consecutive months
• Maintain Error Percentage in good standing for three consecutive months
• Satisfactory demonstration and understanding of Core Products
• Satisfactory demonstration of all Entry programs and processes
• Satisfactory demonstration of “after the sale” problem resolution skills

What CRL Offers You

Hourly: $21.50 - $25.50 

• Highly competitive base pay
• Paid time off
• 10 Holidays (inclusive of 2 floating holidays)
• Market competitive 401(k) match
• Industry-leading medical, dental, and vision benefits
• Short-term and long-term disability coverage
• Life Insurance  
• Health and wellness programs
• A culture that values opportunity for growth, development, and internal promotion

We are excited to be an Equal Opportunity Employer at C.R. Laurence. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, veteran, family and economic status and background, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels. 

C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.

Customer Service