Job Description

Customer Service Lead

As a Customer Success Lead Representative, you'll be part of a dynamic team where your contributions to customer care and your support for your team members are valued, and your professional development is prioritized. Join us and become an integral part of our winning team.

What you'll do:

• Work Planning: Strategically plan daily activities utilizing CRM, telecom, and configuration systems, along with dashboards, to optimize workflow efficiency. Assign tasks to Customer Service Representatives (CSRs) in alignment with volume management strategies. Oversee the credit memo process, with authority to approve credits up to a specified dollar amount.
• Customer Engagement: Regularly interact with customers to ensure their needs are prioritized and addressed promptly. Monitor service dashboards to ensure CSRs are meeting targeted service levels. Lead by example in representing multiple brands to customer partners.
• Issue Resolution: Promptly address and resolve customer inquiries related to product quality, delivery coordination, warranty needs, product availability, pricing, and billing. Collaborate with operations and sales teams to expedite orders and ensure maximum customer satisfaction.
• Escalation Management: Provide assistance to CSRs in resolving escalated or urgent matters.
• Training: Conduct training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency. Assist with onboarding and training new employees. Lead customer training sessions on the use of configurators or portals.
• Continuous Improvement: Support the Customer Success Manager, Supervisor, and Analyst by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.
• Performance Management: Collaborate with the Customer Success Manager and Supervisor by offering input on CSR performance, based on work volume and interaction quality. Assist with phone/email evaluations and offer constructive feedback.

What you'll need:

• Education: High School Diploma or equivalent required; bachelor's degree is a plus.
• Experience: 4+ years of proven direct customer and consumer support experience, preferably in the building products industry.
• Industry Knowledge: Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments.
• Skills: Strong problem-solving, negotiation, and communication skills are essential.
• Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word, Excel, and PowerPoint.
• Time Management: Solid time management skills with the ability to prioritize multiple responsibilities effectively.
• Interpersonal Skills: Strong interpersonal and teamwork skills with a high level of integrity and personal motivation.
• Adaptability and Flexibility: Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset.
• Resilience: Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges.
• Learning Agility: Be willing to adapt to new processes, technologies, and ways of thinking.
• Collaboration and Teamwork: Collaborate with colleagues, share insights, and work together to achieve common goals.

Why work for Cornerstone Building Brands?

Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.

*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.

Cornerstone Building Brands is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, or status as a protected veteran.

All your information will be kept confidential according to EEO guidelines.

California Consumer Privacy Act (CCPA) of 2018

Must be at least 18 years of age to apply.

Note to External Recruiters: Cornerstone Building Brands does not accept unsolicited resumes and will not pay fees for any candidate submissions that were not expressly authorized.

Notice of Recruitment Fraud: We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.

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