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Customer Service Representative
Gibraltar Industries
Manage orders, resolve issues, support sales, handle documentation, ensure customer satisfaction
12d ago
Junior (1-3 years)
Full Time
Peoria, IL
Office Full-Time
Company Size
2,107 Employees
Service Specialisms
Renewable Energy
Residential Products
Agtech
Infrastructure
Sector Specialisms
Renewable Energy
Residential
Agriculture Technology (Agtech)
Infrastructure
Highway Construction
Bridge Construction
Airports
Commercial
Role
What you would be doing
order processing
edi management
report generation
data entry
shipment coordination
customer support
- Coordinate customer's needs with other departments as required to ensure the need is met, i.e., special orders, shipping, or production instructions.
- Process and manage dot.com (CHUB) orders.
- Ensure that customers are satisfied with products or services.
- Process all distribution center (BDC/RDC/FDC/MDC) order requests.
- Run, maintain, and distribute daily/monthly reports.
- Maintaining a positive, empathetic, and professional attitude toward co-workers and customers always.
- Process daily receiving, archives POD paperwork and assorted data entry.
- Participate in meetings with the customer service team and other departments as requested.
- Meet sales goals and objectives set by leadership.
- Serves as a backup for Customer Service Manager
- Process EDI as well as emailed, faxed, phoned, and written sales orders.
- Review any order problems or issues with the appropriate department(s) and help to find a suitable resolution.
- Provide prompt and efficient response and resolution to each inquiry; such inquiries or problems could involve quality, coordination of deliveries, availability of product, customer pricing and/or billing, etc.
- Process Return Authorizations (RMAs).
- Be an expert on our product lines to provide product recommendations and technical advice to our customers.
- Maintain and distribute samples and/or marketing inventory.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating with internal and external customers through various channels on order/delivery status, stock issues, change orders, and service issues.
- Process daily load shipments for intercompany orders. Coordinating with shipping department and other departments.
- Cultivate strong customer relationships to encourage trust and loyalty.
- Support outside sales team with any customer inquiry or problem concerning their orders.
- Make pro-active outside sales phone calls to prospective customers.
- Liaison between departments internally to provide information in response to inquiries.
- Complete National Account disputes within an approved time frame.
- Assist fellow team members including customer service manager and other departments when needed.
- Ensure customer satisfaction and provide professional customer support.
What you bring
sap
microsoft office
bachelor's
problem solving
team player
3 years
- Ability to answer a high volume of calls and/or emails daily
- High School diploma or GED, Bachelor's degree preferred
- Proficient problem-solving and multitasking skill
- Proficient with SAP or an equivalent ERP system
- Team player and thrive in a collaborative team environment
- 3+ years' experience in a similar role, including inside sales or customer service
- Must be proficient with Microsoft Office suite (Excel, Word, PowerPoint, Teams)
- Ability to promote teamwork among peers is a must
- Excellent communication skills, both verbal and written
- Bonus opportunities
- Donation matching and time off to volunteer
- Generous 401(k) plan
- Health care & dependent flexible spending plans
- Free Life and AD&D coverage with supplemental coverage options
- Paid time off, including vacation, bereavement, jury duty, sick leave, disability, holidays.
- Educational reimbursement
- Medical, dental, and vision insurance plans for employees and dependents
- Competitive compensation
- Employee assistance programs focused on mental health
Information not given or found
Interview process
Information not given or found
Visa Sponsorship- position is not eligible for visa sponsorship; candidates must be authorized to work in the u.s. without sponsorship now or in the future.
Information not given or found
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Company
Overview
Founded in 1972
Year Established
The year the company was established as a metal stampings shop.
$620K Revenue/Employee
Revenue Per Employee
Average annual revenue generated per employee, showcasing its operational efficiency and scalability.
Ticker Symbol ROCK
NASDAQ Listing
The company's ticker symbol on the NASDAQ stock exchange.
- Grew from a metal stampings shop into a diversified building‑products powerhouse.
- Headquartered in Buffalo, New York, it operates four segments: Renewables, Residential, Agtech and Infrastructure.
- Its Renewables arm engineers and installs solar racking and electrical systems for energy developers.
- The Residential segment supplies ventilation, roofing trims, gutters, mail/package lockers and safety products.
- Agtech focuses on greenhouse design, plant‑processing systems and botanical‑oil extraction installations.
- Infrastructure delivers bridge bearings, expansion joints, bar grating and specialized metal solutions.
- Serving contractors, distributors, retailers and growers, it bridges markets in energy, buildings and agriculture.
- Projects range from rooftop safety kits and solar farms to commercial greenhouses and highway expansion joints.
- It traded on NASDAQ under ROCK, combining manufacturing heritage with high‑growth energy and agtech niches.
- Safety: We are committed to maintaining a culture of safety and are focused on creating an environment where all employees can perform their jobs in a safe, injury-free manner.
- Customer Focus: Our customer-centric approach ensures that we remain committed to providing exceptional service and developing innovative solutions for their needs.
- Continuous Improvement: We strive for continuous improvement in everything we do. We actively seek ways to enhance processes, efficiency, and quality.
- Integrity: We uphold the highest standards of ethics and integrity, ensuring our actions reflect the trust our stakeholders place in us.
- Collaboration: We believe in the power of teamwork and collaboration across the organization to achieve shared goals and drive results.
16% Emissions Reduction
GHG Emissions
The company achieved a reduction in Scope 1 and Scope 2 emissions in 2021 compared to 2020.
25% Waste Reduction
Waste Management
Aims to reduce waste sent to landfills by 25% by 2025 through waste reduction programs.
- Committed to achieving net-zero emissions by 2050.
- Has set a science-based target to reduce greenhouse gas emissions.
- Focused on improving energy efficiency and increasing renewable energy use across operations.
30% Women in Leadership
Leadership Representation
30% of leadership positions are held by women, reflecting the company's commitment to gender diversity.
- has a strategic goal to increase female representation in leadership roles
- is committed to fostering a diverse workforce with specific programs aimed at enhancing inclusion in the workplace
- leadership team includes a dedicated Diversity and Inclusion Council to monitor progress and drive related initiatives
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