Novo Building Products is an industry-leading manufacturer and distributor of stair parts, mouldings, doors, and specialty millwork, along with a variety of board products. Based in Zeeland, Michigan, Novo Building Products operates Ornamental Decorative Millwork, L.J. Smith Stair Systems, and Novo Direct.Just as our products are used to build something new and inspire others to make living spaces more beautiful, we endeavor to impact the people and communities we touch every day positively. We offer competitive wages, shift premiums, and benefits. For this role, eligibility for benefits begin after 90 days of employment. We have three employer sponsored medical plan offerings, dental, vision, flexible spending, company paid life insurance, short and long-term disability, employee assistance program, and 401k program with employer match. Plus our employees get a discount on any product from any of our brands!We are looking for an energetic Customer Service Rep to provide service and support to the National Home Center (Lowe's) customer base including placing customer orders (electronically and manually), overseeing special orders, quoting prices of products, bringing discrepancies and customer complaints to a successful resolution, and handling any other customer service duties to ensure customer satisfaction.This is an onsite position based in Zeeland, MI. Pay is $20/hour.What will you do in this role?
- Processes customer committed sales, and special circumstance orders for products stocked in the store(s) placed by customers as well as field sales representatives.
- Processes special orders submitted via fax, email, or e-commerce; following through with store personnel as needed with any pricing issues or delays encountered due to the availability of the product(s) ordered.
- Possesses basic product knowledge about products distributed by the company.
- Responds to customer calls and emails from call center/queue accounts.
- Responds and follows up on discrepancy calls, customer requests for copies of BOL, credits/returns, and general product inquiries, etc.
- Obtains pricing and other information as needed from vendors, including computing customer pricing, forecasting lead time for customer requests based on sales guidelines and product specifications.
- Maintain updated files and program issues for assigned accounts, tracking customer issues and cause(s) of the issue, if known.
- Gathers information for product claims for quality and/or damages to identify a resolution which may include issuing credit, return, or replacement orders to maintain customer satisfaction.
- Coordinates effort between warehouse and logistics on special instructions with respect to stock/special orders.
- Supports the National Home Center Merchandising Department by providing upcoming store reset specifics to Logistics, Operations, Field Services, and store personnel.
- Responsible for communication with stores to ensure their shipments are received and processed in a timely manner.
What are we looking for?
- Two to three years of relevant customer service experience. A combination of education and experience will be considered.
- Excellent organizational, communication and negotiation skills.
- Proficiency in Microsoft Outlook, Word, and Excel.
- Effective communication skills, both written and oral, (English), and courteous telephone manner.
- Demonstrate time-management skills, strong work ethic, and passion to achieve goals while working within established company standards.
Preferred Qualifications
- Bachelor's degree in Construction Management, Marketing, Business Administration, or comparable area of study is preferred.
- Three years' experience in a building material sales and service environment is desired.
- Basic understanding of the supply chain to the building materials industry is desired.
- Call center experience.
For more information, please visit our website at: www.novobp.com/careers NOVO Building Products is an Equal Employment Opportunity employer M/F/D/V #NovoEG