Customer Service Representative

Customer Service Representative

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job Title: Customer Service Representative

Reports To: Customer Service Manager

Job Status: Hourly

Our Purpose & Culture: At Altenloh, Brinck & Co. US, we create opportunity through growth—for the people who build, the teams who support them, and the communities they serve. We design and manufacture engineered fastening solutions that professionals trust to perform – solutions that make work safer, stronger, and more efficient. Our culture is guided by values that shape how we work and lead: In Service to Others – We put teammates, customers, and communities first. Do the Right Thing – We act with integrity, even when no one is watching. We Get It Done – We deliver on commitments with urgency, grit, and pride. Empowerment – We trust and equip each other to make decisions that drive progress. Be Positive – We bring energy and optimism to every challenge.

Basic Job Functions:

• Altenloh, Brinck & Co. US, Inc. manufactures and distributes engineered fasteners under the SPAX® brand for the construction market, TRUFAST® for the commercial roofing industry and TRUFASTWalls® for exterior building envelopes and facades.
• The Customer Service Representative is key in helping us build and maintain relationships with customer contacts. The individual will perform activities such as following up on customer requests for information, processing customer orders, researching issues including shipping issues, and maintaining customer records.

Our benefits include:

• Free employee medical, dental, and vision insurance @ 30 days
• Eligible to participate in the company's incentive plan
• Employee referral ($2,000)
• PTO @ 90 days
• Company match 401k @ 6 months

Essential Responsibilities:

• Customer Service
• • Manage xSuite SD Monitor to ensure all orders are processed within 24 hours
  • Manage Group Inboxes to ensure timely responses
  • Build and maintain relationships with the appropriate customer contacts.
  • Follow up in a timely manner with customer requests for information i.e. pricing, inventory availability, shipping information and issues, job quotes, product information, etc.
  • Run weekly Open Order Report and verify inventory, coordinate with Supply Chain, notify customers of any changes or delays
• Back Office
• • Receive, process, and route incoming customer orders to meet customer expectations.
  • Send order confirmations in a timely manner for all orders processed.
  • Provide shipment information, tracking, invoices, packing slips, etc. as requested.
  • Research and expedite lost or late shipments.
  • Navigate / maintain customer portals (Pos, ASNs, inventory, invoicing, create/edit/delete SKU#s)
  • Process EDI orders (reporting, open/close lines, corrections)
  • Back-up other representatives in their absence. Cross-train on all customer specific activities.
  • Coordinate with other Departments: Accounting – on collection issues & assist as needed. Production/Purchasing – Determine product availability. Warehouse/Shipping – Communicate ship dates, product availability issues etc.
  • Provide product information/literature, technical information and customer pricing etc. as requested.
  • Remain up to date on show specials or promotional pricing
  • Manage customer score cards, metrics, and compliance (including dispute resolution)
  • Manage multiple email inboxes
  • Keep customer master files current: Address, ship-to's, contact information, customer specific info, etc.
  • Maintain customer specific procedures: Detailed so others can step in as needed.
  • Process "Customer Shipments" from the remote warehouses.
  • Maintain ISO procedures relevant to department: Cust Complaint Logs, Lost Orders, RMA, Work Inst., etc.
  • Regional Manager Support: Reports, order status, product availability, issues, pricing, quotes etc.
  • Job quotes processing: Collect information and provide quote in conjunction with RM, VPs, Controller.
  • Attend sales meetings as scheduled.
  • Reception duties: Incoming phone calls and lobby window assistance as needed.
  • Other assign duties as assigned

The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.

Travel: Up to 10%

Position Requirements:

• Experience: Previous customer service experience is required, at least 1 year.
• Education: High School diploma or GED, associate degree preferred.
• Required Skills/Competencies: Superior written and oral communication skills. Detail oriented. Computer aptitude (Excel, Word, PDF Software). SAP experience desired. Familiar with EDI and Customer Portals Knowledge of xSuite software a plus Self-motivated with ability to prioritize workload in a fast-paced environment. Team player – within department and other departments. Interacts with customers in a positive and professional way. Dependable. Maintains confidentiality.
• Physical Requirements: Remaining in a stationary position, often standing or sitting for prolonged periods. The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, and to stand, walk, reach, bend or lift up to 25 pounds. The physical demands 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.

Full-Time/Part-Time - Full-Time

Shift - Days

Position - Customer Service Representative

Exempt/Non-Exempt - Non-Exempt

Location - Bryan, Ohio (Main Branch)

This position is currently accepting applications.