Customer Service Representative

Title: Customer Service Representative

Salary: $62,000 - $67,000/yr.

Reports to: Customer Engagement Manager

The Customer Account Representative serves as the primary point of contact for assigned customers, supporting order management, account administration, issue resolution, and ongoing customer engagement. This role partners closely with sales, operations, accounting, and logistics to deliver an exceptional customer experience while ensuring the timely and accurate processing of customer transactions. The successful candidate will build strong customer relationships, support revenue growth through exceptional service, and help maintain operational excellence throughout the customer lifecycle.

Primary Responsibilities

Customer Relationship Management

· Serve as the primary point of contact for assigned customer accounts within designated sales regions and OEM accounts.

· Respond to customer inquiries in a timely, professional, and accurate manner via phone, email, and other communication channels.

· Build and maintain positive customer relationships that support long-term customer retention and satisfaction.

· Communicate proactively with customers regarding order status, product availability, and issue resolution.

Order and Account Management

· Process customer orders, returns, credits, credit applications, and account updates accurately and efficiently.

· Maintain customer account information within CRM, ERP, and order management systems.

· Coordinate with operations, logistics, and sales teams to ensure customer commitments are met.

· Support customer onboarding activities and account setup requirements.

Issue Resolution and Customer Support

· Investigate customer concerns and identify appropriate solutions while maintaining a positive customer experience.

· Escalate complex issues to appropriate departments and ensure timely follow-through to resolution.

· Support billing inquiries, credit requests, and account reconciliation activities.

· Assist in managing customer aging balances and past-due account communications as needed.

Product and Business Knowledge

· Develop and maintain a thorough understanding of company products, services, processes, and customer requirements.

· Provide customers with accurate product, pricing, and availability information.

· Support sales initiatives through collaboration with regional sales managers and sales representatives.

Administrative and Data Management

· Maintain accurate records, customer documentation, and transaction history.

· Ensure order entry accuracy and data integrity across systems.

· Generate reports and support analysis related to customer activity as requested.

Key Performance Expectations

· Process orders accurately and within established service-level expectations.

· Maintain accurate customer account records and transaction documentation.

· Respond to customer inquiries promptly and professionally.

· Resolve customer issues in a timely and effective manner.

· Demonstrate strong collaboration with sales, operations, accounting, and logistics teams.

· Support customer retention and satisfaction through consistent service excellence.

· Maintain a high level of accuracy in order processing, account maintenance, and customer communications.

Territory

United States; assigned responsibility for designated National Shelter Products, System Components, and OEM customer accounts.

Education and Work Experience Requirements

· Associate's or Bachelor's degree in Business, Communications, Marketing, or related field preferred.

· Minimum of 3-5 years of customer service, account management, sales support, or related experience.

· Experience supporting business-to-business (B2B) customers preferred.

· Experience working alongside field sales teams preferred.

· Experience with EDI systems is a plus.

Knowledge, Skills, and Abilities

· Excellent verbal and written communication skills.

· Strong customer service orientation and relationship-building skills.

· Proven problem-solving and conflict-resolution abilities.

· Strong organizational and time-management skills with the ability to manage multiple priorities.

· High attention to detail and commitment to accuracy.

· Proficiency with CRM systems, ERP systems, Microsoft Office applications, and Excel.

· Ability to work effectively in a team-oriented environment and collaborate across departments.

Travel Requirements

Minimal to none.

Benefits

Medical and Dental Insurance: Provided; limits and contributions apply. Coverage begins the first day of the month following hire.

401(k) Plan: 100% company match on contributions up to 3%; 50% company match on contributions between 4-5%. Enrollment available upon employment.

Vacation: Two weeks annually; three weeks annually following five years of continuous employment.

Personal Requirements

· Authorized to work in the United States.

· Ability to work on-site in Hudson, Ohio.

· Ability to maintain confidentiality of customer and company information.

· Ability to perform the essential functions of the position with or without reasonable accommodation.

Company Info:
National Shelter Products, Inc. (NSP / www.nationalshelter.com) and its sister company System Components Corporation (SCC / www.systemcomponents.net) are demand creation, sales development, and sales management companies specializing in building envelope products for residential building, commercial building, manufactured housing, and recreational vehicles. NSP products include building wraps, flashing materials, insulation board, structural sheathing, and structural insulation. SCC products include mechanically attached and self adhered roof underlayment's. Our team of outside and inside sales and marketing professionals gather market intelligence and use it to guide product development and create builder, contractor, and commercial specifier brand specifications for our dealers.