Key Accountabilities and Responsibilities
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Serves as a primary point of contact for customers placing orders via multiple communication channels.
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Responsible for order entry, follow-up, and customer inquiries. Must accurately enter all customer order information, including correct material, quantity, customer profile, and contact information, alerts shipping information, and other critical pieces of data.
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Communicates with internal stakeholders, including manufacturing, sales, and accounts receivable.
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Works with leadership to share the workload of the team by answering telephones, responding to emails, resolving issues, and communicating customer-specific information. Works directly with team members to delegate or take on more tasks as appropriate.
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Proactive Problem Solving: Anticipate potential issues and proactively address them to prevent escalation.
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Continuous Improvement: Regularly seek feedback to identify improvement areas and implement necessary changes.
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Product Knowledge: Maintain comprehensive knowledge of products and services to effectively address customer inquiries and issues.
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Training and Development: Participate in ongoing training and development programs to enhance skills and stay updated on industry trends.
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Technology Adoption: Utilize customer service software and tools to enhance efficiency and the overall customer experience.
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Personal Accountability: Take full ownership of customer issues and follow through to ensure complete resolution.
Qualifications - Internal
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Bachelor's Degree preferred
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1-3 years of direct or indirect customer service experience a plus
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Strong customer service skills, including verbal and written contact, follow-through, issue resolution, relationship building, and timely accurate courteous service
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Ability to work effectively in a fast-paced, multi-tasking environment
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Strong detail orientation and communication/listening skills
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Possess a strong work ethic and team player mentality
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Positive attitude toward flexibility and process \& technology changes
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Excellent telephone and data entry skills
Rate of pay may be adjusted based on the qualifications and experience of the candidate.
USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.
Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity. USG also provides employees with paid time off and paid holidays.
Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values -- innovation, quality, integrity, service, diversity, efficiency and safety -- have helped us become the company we are today.
EOE including disability/veteran
