Customer Communications Specialist

Job Overview:

RectorSeal is seeking a customer-oriented Customer Communications Specialist to assist with front-end communications with internal and external customers and the routing of inbound communications to the Customer Solutions and Order Management Teams. The Customer Communications Specialist will collaborate with other Solutions Partners and Order Management Specialists within the department to accomplish a variety of tasks specific to communicating updates, changes, resolutions, and more to our internal and external customer base. The Customer Communications Specialist will focus on achieving process improvements, integration of business solutions, and any other high-priority initiatives. He or she must be proactive, positive, enthusiastic, and ready to support and improve our customer relationships both externally and internally.

The position will be stationed in Houston, TX, and will require an office presence 3-4 days per week, but could become a fully remote position if sufficient competence and performance is demonstrated in the role.

Communication skills come naturally to a Customer Communications Specialist. He or she is confident in troubleshooting and communicating complicated scenarios clearly. The ideal Customer Communications Specialist ensures excellent service standards, responds efficiently to customer inquiries, and provides a consistent message to support a winning customer experience.

Responsibilities:

• Manage and direct order processing through careful selection and routing of all order types.
• Monitor and support order processing through automation channels, ensuring accuracy, efficiency, and timely fulfillment.
• Maintain and improve on historical service levels, exceeding KPIs set by supervisors.
• Offer skilled written and verbal communication to manage a growing volume and complexity of inbound calls, tickets, and chats related to customer orders, shipment delays, back orders, sales enablement, etc.
• Partner with peers to load balance workloads and ensure a clear stream of work for all Order Management Specialists.
• Work with Sales team to help improve customer relationships and outcomes.
• Improve ZenDesk ticket management and cross-functional processes.
• Support other teams when needed or as assigned by supervisors.
• Identify and assess customers’ needs to achieve a winning customer experience.
• Follow communication procedures, guidelines and policies.
• Go the extra mile with our customers to ensure the highest levels of customer satisfaction.

Skills/Competencies:

• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent written communication skills
• Ability to multi-task, prioritize, and manage time effectively

Minimum Requirements:

• 2+ years of experience working in a customer service position a must
• Experience with detailed data entry and problem solving within an ERP system

Preferred Requirements:

• Bachelor's Degree in business, supply chain, or related field or some college preferred
• Familiarity with ZenDesk/JDE systems and practices

Compensation:

RectorSeal has an effective process for assessing market data and establishing salary ranges to ensure we remain competitive. Based on your experience and market position, you are paid within the salary range. Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the CSWI Board of Directors.

Benefits:

As a CSW Industrials (NASDAQ: CSWI) subsidiary, RectorSeal offers some of the best benefits in the manufacturing industry, including Competitive Salary, Annual Bonus and Discretionary Targets, a 401(k) with dollar-for-dollar matching up to 6% and immediate vesting, an Employee Stock Ownership Plan, Health, Vision, Dental, PTO, and an award-winning Wellness Program.

About RectorSeal

Based in Houston, Texas, RectorSeal, LLC, is a wholly owned subsidiary of CSW Industrials, Inc. [NYSE: CSW] and is a leading provider of quality solutions for the professional trades serving heating, ventilation, and air conditioning (HVAC/R), plumbing, electrical, and construction markets. For more information about RectorSeal’s innovative products and brands that increase efficiency and improve reliability, please visit www.RectorSeal.com.

About CSW Industrials

CSW Industrials is a diversified industrial growth company with industry-leading operations in three segments: Contractor Solutions, Specialized Reliability Solutions, and Engineered Building Solutions. CSW provides niche, value-added products with two essential commonalities: performance and reliability. The primary end markets we serve with our well-known brands include HVAC/R, plumbing, electrical, general industrial, architecturally-specified building products, energy, mining, and rail transportation.