Customer Service Representative

Position Overview

The Customer Service Representative assists as part of a team supporting the efforts of assigned Quaker Sales Rep

resentatives

and their Lumberyard and Specialty Dealer customers. The Customer

Service Representative

is responsible for

constant

communication

with these partners

and internal coordination of all quotes and orders for the

Residential

team.

Duties and Responsibilities

• As the point of contact with Lumberyard and Specialty Dealers,

  a

  ssist

  in coordination of all residential

  quotes

  and orders

  for dealers

• Take incoming customer calls

  ,

  identify

  the customer

  needs

  and achieve the highest level of satisfaction

• Assist

  with

  R

  eturn

  M

  erchandise

  A

  uthorization

  s

  and

  c

  redit request

  s

  by gathering information for

  Quaker's

  Accounts Payable team

• Communicate

  o

  rder

  u

  pdates as needed

• Assist

  customers

  with

  Quaker's

  Q1

  quote and order

  system

  needs, quotes, orders, delivery

  issues

  or any other issues that pertain to customer support and satisfaction

• Build an ongoing relationship and trust with customer accounts

• Work closely with other team members to

  facilitate

  the quoting, order process and customer support for Quaker's Lumberyard or Commercial Sales and Support Team

• Work with Sales Representatives to support the sales process

• Communicate with Lumberyards, Specialty Dealers and Sales Representatives

• Learn and then

  maintain

  thorough

  knowledge

  of

  Quaker's

  Q1 and Green Screen System

• Learn and then

  maintain

  thorough knowledge of

  Quaker's

  Residential

  Window

  &

  Door

  Products

• Prompt and regular attendance at an assigned work location.

• I

  nteract

  and communicate

  with employees and customers in an appropriate manner.

• Availability on site to confer with staff members with whom the employee must interact on a regular basis.

• C

  ommunicat

  e

  via email

  ,

  prepar

  e

  reports

  and work schedules.

• R

  eview and analyze data and information concerning

  Return Merchandise Authorization

  s

  .

• P

  lan, prioritize and

  monitor

  order

  activities

  .

• C

  omplete assigned tasks/projects

  in a timely manner

  .

Supervisory Responsibility

No direct management or supervisory responsibilities

.

Safety

Observe safety and security

policies and

procedures

, including proper use of Personal

P

rotective

E

quipment

; report potentially unsafe conditions;

and

use equipment and materials properly.

Travel

Minimal

travel is

required

for professional development, dealer visits or

to commute between the Quaker campuses

.

Qualifications

An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability

required

.

• Proficient with Microsoft Office software: Excel, Word, Outlook

• Professional phone etiquette

• Basic

  math

  skills including the ability to convert

  decimals to fractions

• Basic

  knowledge

  of Quaker's

  Q1

  quote and order

  and Green Screen

  System

  s

  preferred

• Basic knowledge of Quaker's

  Residential

  Window and Door

  Products

  preferred

**Preferred

Education and Experience**

The expectation

is that

the

individual has achieved a minimum level of education and/or related

expertise

to qualify for this position.

• High

  S

  chool

  D

  iploma or a passed General Education Development test

• 3-6 Months

  related Customer Service

  Experience

• Lumberyard, Building Industry or Retail Sales Experience preferred

**Competencies

and Skills**

• Customer Service Focused

• Communication Proficiency

  & Listening

• Team Based Mindset

• Problem Solving

• Attention to Detail

• Accuracy

• Organization

• Flexib

  ility

• Reliability

• Time Management

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday during normal business hours. Occasional evening and weekend work may be

required

as job duties demand.

Physical Demands

The demands and environment

al

characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is primarily an office job

and

largely a

sedentary role

with frequent sitting

.

The position requires the ability to climb stairs,

lift files, open filing cabinets, bend or

stand

as necessary.

The employee

is occasionally required to

climb or balance; and stoop, kneel, crouch or crawl.

T

he employee may

also

occasionally

be required

to lift and/or move up to 25 pounds.

Work Environment

Although the employee will primarily be in an office setting, w

hile performing the duties of this

j

ob, the employee

may need to visit the factory and be

exposed to climactic variations

, various levels of vibration, and moving mechanical parts. The noise level in the

office

is

usually

low

, but hearing protection may be advisable or

required

for prolonged visits to certain parts of the factory

.

Other Duties and Responsibilities

Please note this job description is not designed to cover or

contain

a comprehensive listing of activities, duties or responsibilities that

may be

required of

the employee for this job. Duties,

responsibilities

and activities may change at the discretion of management any time.

**E

qual

E

mployment

O

pportunity

Statement**

Quaker

is an equal opportunity employer.

In order to

provide equal employment and advancement opportunities to all individuals, employment decisions at

Quaker

will be based on merit, qualifications, abilities, and Q

uaker

's needs and resources. Q

uaker

does not discriminate in any employment opportunities or practices

on the basis of

race, color, religion, sex (including pregnancy

, sexual orientation

, and gender identity or expression

), national origin, ancestry, age, disability, genetic information, military status, or any other category protected by law

.