Customer Service Representative

As a Customer Service Representative, you are responsible for the intake and administration of service requests, via electronic ticketing system, email, and telephone, which provides support to all Manufacturing facilities. This involves intake, processing, timely responses, and tracking of requests, while providing a high level of customer service. The Customer Service Representative will use product and process expertise to troubleshoot requests, coordinate with other departments, respond to support requests, document issues, and elevate issues requiring specific technical expertise or follow-up.

This role is located in our Thurmont, MD plant.

Primary Responsibilities:

• Manage and respond to incoming service requests from Homebuilding personnel regarding material/delivery discrepancies and requests.
• Provide a high level of customer service in a fast-paced, high volume, environment and ensure responses to customers are timely, thorough, and professional.
• Research each request to understand the nature and specific details of the issue in order to determine the level of response required. Prioritize requests and escalate to Supervisor or other department as appropriate.
• Initiate delivery of material by determining appropriate reason codes, based on request details, and accurately capture and record details of customer requests in designated tracking system(s).
• Liaise with Manufacturing departments at multiple plants including Materials, Production, and Logistics, and with Homebuilding as needed to resolve issues and/or facilitate material deliveries.
• Document resolutions in the appropriate tracking system(s) and share solutions, learnings, and best practices with team members.
• Maintain accurate records; review and distribute applicable reports as required.

Qualifications:

• Bachelor's or Associate's degree preferred.
• 2+ years of administrative experience.
• Customer Service experience preferred.
• Strong interpersonal and communication skills.
• Must possess strong organizational and time-management skills, accuracy, and attention to detail.
• Reliability and initiative to be able to work effectively in a fast-paced, professional team environment.
• Results driven with the ability to adapt to changing priorities.
• Willingness to learn new skills and cross train in other departments.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).