Customer Service Representative - DAP Global Inc.

DAP is looking for Customer Service Representative based at Baltimore, MD.

The customer service representative main role is to provide exceptional service to DAP’s retail accounts and Sales Reps via phone, email and order processing.

Responsibilities:

• Answer a high volume of inbound calls from customers.
  Responsible for maintaining a high service level and low abandon rate by ensuring customer calls are answered in a timely manner. Answering the customer calls using excellent phone techniques. Provide tracking details to final destination upon customer request.
• Direct entry of orders from customer requests 
  Responsible for accurate order entry of all incoming orders via phone, fax, and email.  Responsible for tracking and monitoring of all orders from entry to shipment. Confirmation of all orders received to the customer within 24 hours providing valid expected ship dates.
• Review daily of orders entered reports.
  Responsible for the review and monitoring of orders entered report to ensure accurate and timely delivery of customer orders.  Review all backorders for daily communication with plants regarding shipping status of backorders.
• Daily interaction with Sales and Pricing Team.
  Responsible for daily interaction with sales reps, credit reps and pricing team to resolve all order blocks and pricing issues in a timely manner.  Communicate with credit department on term’s discrepancies.
• Process credit and debit requests
  Responsible for the accurate and timely process of requests for credit/debit upon customer request and investigation.  Ensuring that the procedures are followed for each process in a correct manner.
• Handle assigned sales area of customers and sales offices & groups.
  Responsible for the daily interaction of assigned customers and sales reps. regarding orders, pricing, problems and product information.
• Additional duties as required.

Requirements:

• High School (or equivalent) 
• Effective communications skills – verbal and written, SAP experience a plus.
• Grace under pressure – remain positive and focused to the task at hand.
• Effective problem-solving skills – quick on your feet and can think outside of the box. 
• Ability to multi-task and prioritize work all with a sense of urgency.
• Familiarity with use of PC system for order placement, pricing, and distribution and to obtain information relative to customers, orders and products. 
• French fluency is a plus.

About DAP

DAP is a market leading manufacturer, innovator and marketer of home repair and construction products including caulks, sealants, spray foam insulation, adhesives, and patch and repair products. DAP is part of RPM International Inc., a $6.1 billion, multinational company with subsidiaries that are world leaders in specialty coatings, sealants, building materials and related services.

You will find DAP products in the hands of professional painters, remodelers, builders, and do-it-yourselfers, and in 60,000 retail outlets, ranging from home centers and mass merchandisers to your local hardware, pro contractor channels and paint stores. DAP's eight manufacturing and distribution facilities in the United States of America and Canada service North America and the world.

At DAP, we hire the best people and give them a collaborative and rewarding work environment that empowers them to succeed! We support associates in continuous professional growth and collaborate on the steps it takes to get to the next level in their careers. Our associates enjoy a comprehensive benefits package including 401(k) with company match, pension, paid parental leave, competitive health insurance rates, employee stock purchase plan, tuition reimbursement, free wellness programs and more! Learn more about DAP’s history, culture and benefits at www.dap.com/careers/

DAP - On the job since 1865.