First Call Customer Service - SS Industries

First CallCustomer Service

SS Industries, a successful and fast-growing company in Collegeville, PA, is the premier manufacturer of the largest selection of straight and spiral stairs in the world. Since 1947, we have provided over 50,000 homeowners, contractors, and architects across continental North America with premium products and best-in-class services. SS Industries in-house engineering team and friendly, SMA certified sales agents collaborate to bring customers both in-stock and custom product lines through the most consultative sales experience in the industry. Visit us at SS.Industries to learn more!

We are seeking candidates who want to be part of a TEAM environment, are willing to learn & grow, be a part of a fast paced & rapidly growing company offering a secure future, growth opportunities and on-the-job training & development.

Reporting to the Customer Service Manager, responsibilities include providing customer service support to the organization and its customers by analyzing, verifying, processing, and communicating information timely via phone and email; understanding customer needs and expectations; initiating required action in response to customer requests relating to orders, accounts, products, processes, or any need a customer may have; maintaining knowledge of company products, manufacturing and installation.

Essential Functions:

1. Provide prompt and accurate responses to calls and emails.
2. Create cases and maintain notes in SalesForce.
3. Provide timely feedback to the company regarding service failures or customer concerns.
4. Partner with the sales team to meet and exceed customer service expectations.

Reporting to the Customer Service Manager, responsibilities include providing customer service support to the organization and its customers by analyzing, verifying, processing, and communicating information timely via phone and email; understanding customer needs and expectations; initiating required action in response to customer requests relating to orders, accounts, products, processes, or any need a customer may have; maintaining knowledge of company products, manufacturing and installation.

Essential Functions:

1. Provide prompt and accurate responses to calls and emails.
2. Create cases and maintain notes in SalesForce.
3. Provide timely feedback to the company regarding service failures or customer concerns.
4. Partner with the sales team to meet and exceed customer service expectations.

Required Qualifications:

• Call Center/Customer Service Center experience.
• High school diploma or equivalent
• Basic computer knowledge & skills, including Microsoft Windows, Word & Excel.
• A professional demeanor in all written and verbal correspondence and have a positive and engaging attitude.
• A high attention to detail and accuracy and the ability to think in a very fast paced environment.
• Ability to assess customer needs and respond accordingly.
• The ability to communicate and Identify customer need and connect them with the appropriate associate.
• Ability to adapt to a changing environment.
• Must have excellent interpersonal skills.

Preferred Qualifications:

• Two- or four-year degree
• Experience using Sales Force CRM