Description

Reporting to NA Customer Service Supervisor, the Customer Service Specialist handles any incoming calls and or inquiries related to non-installed applications of Schluter products. The Customer Service Specialist, with their incredible customer service skills and attention to detail, is responsible for providing accurate and correct product information to customers, logging all calls into our CRM system, and occasionally processing orders during periods of low call volume. 

· Always maintain proper coverage within the phone system. 

· Provide exceptional customer service to our clients by email and over the phone, maintaining patience and understanding with every case.

· Respond successfully to customer service calls by analyzing, diagnosing, and resolving any problems or concerns in a professional manner.   

· Strictly follow only the guidelines from our handbooks or our technical database (TINA) when responding to customers. 

· Follow all processes and procedures outlined by the Product Trainer. 

· Regularly maintain knowledge base of Schluter products, new launches, and processes to ensure consistency and accuracy in daily tasks. 

· Assign cases on uninstalled issues through the CRM system to the appropriate departments when needed. 

· Collaborate with the team regarding any new concerns brought forward by customers. 

· Guide customers through general product knowledge questions, including navigating our website and using the Schluter Estimator tool. 

· Provide customers with accurate and detailed lists of required project materials. 

· Escalate calls when appropriate, reaching out to the Product Trainer for high level questions. 

· Log calls and maintain customer information in the CRM system (Salesforce). 

· Regularly complete product training within the learning management system and with the Product Trainer for new products and installation methods. 

· Keep up to date with personal monthly KPIs.  

· Understands the PRW and exterior application process. 

· Assist the sales order processing team with orders when call volume is low as needed. 

· Complete special projects as directed by management.

· Represent Schluter Systems L.P. in a professional, positive, and enthusiastic manner in all matters.

Requirements

· High School Diploma or equivalent degree 

· 1 to 3 years of experience in a related position 

· Excellent verbal and written communication skills 

· Proven ability to prioritize, multi-task, and maintain a high level of organization 

· Familiar with effective negotiation tactics 

· Empathetic to others' views and needs 

· Effectively deliver on goals and deadlines for the department 

· Ability to work both autonomously and within a team 

COMPANY BENEFITS 

· Competitive Compensation

· Generous Paid Time Off

· 10 Paid Holidays

· Medical, Dental & Vision Insurance

· Biannual Bonus Program

· 401k with Company Match

· Company Paid Life Insurance

· Annual Reviews and Merit Based Raises

· Room for Advancement and Career Growth

COMPANY DESCRIPTION

Schluter Systems is a family-owned and internationally renowned company that has been rapidly growing over the last 10 years. The Schluter brand is backed by a team of people working together to create a line of innovative products that provide solutions to the tile industry. We’re looking to build our team with individuals who like to think BIG and want to be part of what makes our products extraordinary. We are a company that treats its employees, suppliers, and customers as long-term partners. Where success is built on a win-win philosophy and everyone should benefit.
 

"Profit is not the goal of the business. Profit is the consequence of a job well done" Werner Schluter, Founder

 Are you interested in a truly unique and special company? Hear from our employees on what it means to be part of the Schluter family: http://www.schluter.com/careers . Then if you’re ready to see life in Orange, talk to us about this career opportunity at Schluter Systems.

This pay range reflects the base hourly rate or annual salary for positions in this job grade, with the final offer depending on factors like experience, education, location, and other relevant considerations. Additionally, this role qualifies for extra benefits beyond the base pay range mentioned. 

At Schluter Systems, we are dedicated to creating an inclusive environment that celebrates diverse perspectives and ensures all individuals are valued and supported, without discrimination based on race, religion, color, national origin, age, sex, gender, disability, genetic information, or any other characteristic protected by law. Our commitment to equal opportunity extends to all aspects of employment, including recruitment, hiring, promotion, training, compensation, benefits, and transfers. All employment decisions at Schluter Systems L.P. are based solely on merit, qualifications, and business needs.

#SSIND