Customer Service Specialist

BUILD YOUR FUTURE WHILE YOU HELP BUILD A BETTER WORLD!

About Us

Tremco Construction Products Group (CPG) is an international collection of brands that manufactures building materials for the commercial and residential construction industries. Combined with our reliable customer support, training, and testing services, Tremco CPG helps build energy-efficient, sustainable, safe and watertight structures.

Tremco CPG Inc. has a history of excellence, which began in 1928 when William Treuhaft established the Tremco Manufacturing Company in Cleveland, Ohio. Since then, the organization has grown to offices, manufacturing facilities, and thousands of employees across the world, while still maintaining the family atmosphere it was founded upon.

At Tremco CPG, we prioritize collaboration amongst our departments and the construction and manufacturing industries to foster an inclusive and equitable working environment, empower our employees to learn and grow, and advance the markets we serve.

We also give back to our communities and nonprofit organizations through regular volunteer opportunities, a charitable donation matching program, as well as food, clothing & school supply drives.

If you're looking for a place to build a career and a life, with great benefits, advancement opportunity, technology, people and a commitment to a sustainable future, you've found it with us.

Tremco is currently hiring a CUSTOMER SERVICE SPECIALIST. This position is intended as a hybrid position, working part of each week on campus, and partially remote.

GENERAL PURPOSE OF THE JOB:

The Customer Service Specialist is responsible for delivering high-quality customer service and operational support throughout the entire order lifecycle. This role plays a critical part in ensuring timely and accurate order entry, contract compliance, and project setup while collaborating closely with internal departments including Sales, Contracts Management, Credit, Project Administration, Field Operations, Logistics, and Accounts Payable. The representative acts as a liaison between external customers and internal teams, ensuring all documentation, approvals, and pricing align with company standards. Additionally, this position supports marketing efforts and promotes data accuracy and consistent customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handle high volumes of inbound calls and inquiries related to orders, project setup, and status updates.
• Review customer purchasing documents and submit to Legal via OnBase for compliance validation.
• Follow up with Contracts Management and field teams to secure outstanding contract approvals and redlined agreements.
• Coordinate with Accounts Payable for vendor onboarding and information verification.
• Collect and track pre-award documentation including bonds, insurance certificates, and W-9 forms.
• Conduct compliance reviews for new project setups to ensure contractual obligations are met.
• Maintain and submit accurate General Contracting sales reports and daily new order reports for Marketing.
• Accurately enter all orders into SAP on the same day they are received, ensuring completeness and accuracy.
• Communicate pertinent order and shipment information to Sales Reps and customers in a timely manner.
• Coordinate job site deliveries, ensuring efficient and accurate logistics scheduling.
• Monitor order fulfillment to ensure timely shipping and billing.
• Process product returns by collecting necessary details and securing proper approvals.
• Verify that discounted orders are supported by an approved Special Price Form.
• Issue credit memos within three business days of receiving necessary approvals.
• Maintain a customer service error rate of no more than 1%, striving for zero.
• Demonstrate a comprehensive understanding of interfacing functions, including Credit, Accounting, Inventory, and Purchasing.
• Stay informed and compliant with company policies and operational procedures.
• Build and sustain professional relationships with internal departments, Sales Reps, and external customers.
• Complete special projects and reports with a high degree of accuracy and timeliness.

EXPERIENCE

• A minimum of 2-4 years of customer service experience
• Office/Business support background with 3+ years experience in a high-paced office environment.

OTHER SKILLS AND ABILITIES:

• Customer Service background with 2+ years experience in a high paced office environment
• SAP experience preferred
• Basic computer skills
• Ability to calculate figures and amounts such as discounts and percentages
• Ability to solve problems
• Possess excellent verbal and written communication skills
• Must have excellent phone skills
• Must be well organized and keep clear concise records
• Proactive and look for areas of improvement
• The high degree of flexibility and ability to multitask
• Must be a team player and possess a "can do" attitude
• Analytical abilities (recognize errors, evaluate trends, anticipate difficulties)
• Excellent communication skills with the ability to read, write and communicate fluently in English

All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status