Account Service Representative Job Opening

Position Summary:

The Account Service Representative (ASR) will support customers in North America. This role includes, but is not limited to obtaining and processing sales orders, validating inventories, tracking and reporting order information, providing detailed, factual information to customer inquiries, fulfilling and exceeding customer expectations in compliance with policies, practices and procedures. ASR's must maintain a high level of quality on all calls and be knowledgeable of services, products and methods of delivery for Continental Building Products. He/She will contribute to the sales and profit objectives of the organization and maintain a strong interactive relationship with both external and internal customers, specifically but not limited to the Sales Service Group and Sales teams on the field.

Key Responsibilities

• Conduct outbound sales calls as necessary through market changes
• Process sales orders completely and accurately and confirm with customers in a timely manner
• Develop and maintain strong relationships with customers
• Proactively research potential customer service issues and recommend solutions and actively follow-up
• Identify and manage inventory and allocation appropriately
• Work with Dispatch Specialists to secure optimal transportation within appropriate customer constraints
• Ensure timely resolution of service complaints (case management)
• Participate in regular planning meetings with Territory Sales Manager
• Upsell innovative products when appropriate
• Represent Continental at trade shows as requested and potential customer visits
• Serve as a key back-up to other ASR's/territories as needed
• Serve as liaison for manufacturing and sales to service customers
• Participate on project teams/committees for creating and developing solutions to problems
• Manage and adjust time between inbound and initiating outbound calls while maintaining statistical phone requirements, including availability to customers

Results/Accountabilities

• Enhance the safety culture of Continental
• Fulfill customer expectations in compliance with Continental policies, practices and procedures
• Strive for continuous improvements in customer satisfaction
• Treat incoming and outgoing calls as a priority
• Determine when situations necessitate referral or escalation to other associates or management
• Ensure that teamwork and professionalism are integral part of all activities
• Ensure internal controls providing reasonable assurance of effective and efficient operations, including actions to prevent and detect fraud and protect Company resources

Relationships with Other Jobs:

• Strong working relationships internally with Sales Service Group, Sales, Finance, Marketing and Manufacturing
• Front line interface with external customers as a representative of Continental Building Products

Qualification Profile:

Education and Work Experience:

• Minimum Associates Degree in business, liberal arts or related fields
• Minimum 2-4 years experience in customer service or direct sales

(Other business experience may be considered)

Knowledge and Skills:

• Strong written and verbal communication skills
• Strong telephone skills, including using the telephone as the main medium for conducting business
• Demonstrate strong skills in problem solving, decision-making, multi-tasking, prioritizing, organizing and commitment to task
• Computer proficiency (Excel, Word, Microsoft Outlook, JDE system knowledge a plus)
• Time and self management skills – ability to work autonomously in a fast-paced environment
• High degree of attention to detail
• Demonstrate a positive attitude in all situations
• Strong sense of teamwork
• Flexibility to work shifts, including weekends and holidays