About Your Future with Service Partners
Are you looking for a career with an industry leader that drives the future of energy-efficient insulation and building material products? Is being part of a company that is recognized as a "Great Place to Work" of value to you? Look no further! At Service Partners, you will be part of a diverse and inclusive team that reflects our values of integrity and innovation by delivering solutions that make a difference in the communities we serve. Here, you are part of a company that rewards your contributions and encourages you to take ownership of your career.
Job Description
In this highly visible role, you are responsible for supporting a world-class customer experience by being a passionate advocate for our customers, both internal and external. You are responsible for ensuring our custom products are delivered according to our customers' preferences, needs and schedule. You work in partnership with sales, production, finance and the entire supply chain team to manage the progress of orders through the organization. Working with the customer experience manager, you will set and deliver customer expectations throughout the organization.
A successful Customer Service Specialist is well organized, has strong written and verbal communication skills and works well in an environment where priorities can change on a regular basis. Collaborating with internal partners will be paramount in achieving our customer experience objectives. Silvercote is a provider and producer of custom insulation solutions. This is an hourly position.
ESSENTIAL FUNCTIONS
Customer Support

• Daily outgoing calls to external customers to schedule, confirm, and re-confirm delivery dates, as well as confirming addresses, contact information and delivery requirements
• Handle customer complaints and concerns in a professional and timely manner, i.e. follow up on shipping errors, shortages etc. and referring shipping problems to transportation function
• Enter claims/complaints and communicate those issues to the sales team respectively; ensuring customer concerns are quickly addressed
• Use tact and diplomacy to navigate difficult situations and turn them into opportunities for superior customer service

Order Management

• Plan production schedules, monitor inventories, track progress of production, and review factors which affect schedules
• Manage starts and releases; date changes; order splitting; shortages and respond quickly to changes in the production schedule
• Manage the capacities of multiple production facilities ensuring orders are coming from the most cost advantaged location based on the needs of the customers
• Identify shipping requirements as it relates to transportation equipment and delivery areas
• Provide product and order information, such as in-stock availability, pricing, delivery expectations, etc. to customers and sales team
• Maintain a working knowledge of customers, services and products

Logistics

• Ability to route and dispatch daily
• Manage BOL/POD
• Management of Trailers

Production

• Print and Package Daily Production Documents
• Ability to Complete Kitting
• Ability to Ship Confirm

Internal Customer Partnerships

• Review and discuss with production branch managers: capacity, inventory, scheduling and challenges
• Collaborate with other members of the customer service team, regarding order management needs and balancing branch capacities across the network
• Collaborate daily with sales, finance, production and the supply chain team to ensure product and carrier availability can meet customers' needs

Internal Branch Support

• Collaborates with Regional Operations Managers (ROM) to understand branch capacity and resolve possible issues
• Knowledge of branch functions related to CSS, Production Lead, Production Manager, Branch Manager
• Ability to function as interim within a facility when necessary for functions above
• Provide adequate training to employees within branch functions when necessary. Remotely and/or in person.

POSITION REQUIREMENTS
Education :

• Associate's degree preferred

Experience:

• Minimum three (3) years of customer facing experience
• Supply chain experience is preferred

Knowledge, Skills and Abilities:

• Strong soft skills with the ability of providing superior customer service
• Ability to work well in a team environment
• Ability to follow up with customers and colleagues in a timely manner
• Ability to complete tasks in a detailed manner, ensuring accuracy in all work before it's completed
• Ability to make informed decisions with a sense of urgency
• Ability to form strong working relationships and communicate effectively within cross-functional internal customers
• Ability to handle multiple projects under limited supervision
• Demonstrated ability to work within the dynamic and evolving work cycle as it relates to the building products industry
• Data entry and computer skills in MS Windows environment; Proficient in Excel

ADDITIONAL INFORMATION
Special Tools/Equipment Used:
•Computer
•Phone
Physical Demands:
•Must occasionally lift and/or move up to twenty (50) pounds
•Regularly required to sit, stand, walk and reach with hands and arms
Working Conditions:
•Moderate noise level
•Regularly exposed to a fast-paced environment
May be exposed to extreme temperature changes and dusty conditions when in the plant/branch
TopBuild Corp. (NYSE: BLD) is the leading installer and distributor of insulation and building material services nationwide. Service Partners is part of the TopBuild family of companies, which comprises of approximately over 450 branch locations across the United States and Canada. As a company, we actively engage in corporate social responsibility through our commitment to Environmental, Social, and Governance (ESG) practices. Additionally, we prioritize diversity and inclusion in our organization. If this interests you, we encourage you to join our company and find a variety of career opportunities awaiting you!
TopBuild Corp. is an equal opportunity employer (EOE), this includes protected Veterans/Disability. The employee must be able to perform the essential functions of the position. Upon request and absent undue hardship, reasonable accommodation will be offered to enable employees with disabilities to perform the essential functions of the job.