Customer Service Representative

Overview

Manage orders, resolve issues, and ensure service delivery via SAP and cross‑functional teams.

Key Responsibilities

• root cause
• po review
• sap orders
• report analysis
• issue escalation
• safety compliance

Tasks

-Assist in determining root cause on open issues, gather clear/concise feedback on issues, remove barriers to complete open orders and raise concerns through the organization when necessary. -Represent Customer Service on weekly update review meetings with primary plant via open purchase order review, identify issues, raise questions/concerns and obtain/drive solution. -Make independent decisions on issues of escalation and resolution. -Active participant in company safety processes to include wearing the proper safety equipment and ensuring all visitors to our facility, including drivers adhere to this process. -Maintain a positive professional disposition in all customer situations, internal and external. -Manage backlog; Prepare and analyze reports to lead the discussions and manage processes to deliver on customer commitments, identify issues, seek solutions, and communicate resolutions to the customer care team. -Ensure incoming customer purchase orders are reviewed and acknowledged and passed through the internal contract review procedure to begin the order process. -Manage the full purchase order intake process with external customers: identify proper quotes, order process activities within SAP, work with functional areas to schedule product manufacturing, and shipping. -Actively work on projects and company initiatives with the support and guidance of the Customer Service Lead, Customer Order Fulfilment Manager, and other key team members

Requirements

• sap
• microsoft office
• problem solving
• customer service
• associate degree
• manufacturing

What You Bring

-Experience dealing with customers via, phone, email, or in-person. Customers include internal cross functional team members, external end user customers and vendors. -Exceptional problem solving and analytical skills and the ability to think independently. -Capable of building solid trusting customer relationships through strong customer focus at each customer touchpoint. -Experience with SAP, MRP, order entry, or CRM systems. -Must possess superb time management skills and demonstrate the ability to organize and manage multiple priorities throughout the day. -High attention to detail and accuracy. -Consistent awareness of customer needs and the ability to proactively manage those needs by mitigating problems and providing solutions that the customer can value. -Proficiency in Microsoft Office; Word, Excel, and Outlook required, PowerPoint preferred. -Positive outward communications (verbal & written) in all situations. Verbal communication and listening skills are especially important. -Associate or Bachelor Degree plus one year of previous job related experience in a professional business environment or a minimum of a High School diploma along with a minimum of three years’ experience building and managing customer relationships. -Experience in a manufacturing environment. -English speaking. -Experience in Customer Service for technical or industrial products.

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About Etex

-The company specializes in the design, manufacture, and distribution of high-performance construction materials. -Etex is a trusted name in the construction industry. -The company focuses on providing sustainable, durable, and efficient building solutions that meet modern construction project needs. -Etex’s product portfolio includes solutions for insulation, roofing, cladding, and fire protection. -The company is instrumental in transforming the construction sector by integrating innovation and sustainability. -Key projects span across residential, commercial, and industrial sectors, showcasing diverse expertise. -Known for cutting-edge technologies, Etex is committed to shaping the future of construction through product innovation and operational excellence.

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