Job Overview:
RectorSeal is seeking a customer-oriented Customer Solutions Partner to support our Customer Solutions Teams and operational efforts company wide. This role will act as a primary liaison between the customer and RectorSeal by providing customer solutions, exceptional customer experiences, and sales team support. A proactive and enthusiastic Customer Solutions Partner will respond promptly to inbound customer calls, tickets, and chats and will be genuinely excited to help customers with their inquiries. The ideal candidate will have a keen eye for detail and data while also having a curious and personable nature to assist with customer needs.
Problem-solving comes naturally to a Customer Solutions Partner. He or she is confident in troubleshooting and will investigate further if not enough information is available to resolve a customer request. The ideal Customer Solutions Partner ensures excellent service standards, responds efficiently to customer inquiries and provides a consistent winning customer experience.
Key Responsibilities:
· Manage a growing volume and complexity of inbound calls, tickets, and chats related to customer orders, shipment delays, back orders, sales enablement, etc.
· Resolve customer concerns, problems, and discrepancies by clarifying issues within a given authority and following up with a customer to ensure a complete resolution.
· Provide accurate, valid, and complete information by using the correct methods and tools provided in training and in accordance with team standards.
· Keep records of customer interactions, update customer accounts, and file documents.
· Identify and assess customers’ needs to achieve a winning customer experience.
· Build sustainable relationships and trust with internal and external customers through open and interactive communication.
· Follow communication procedures, guidelines, and policies.
· Go the extra mile with our customers to ensure the highest levels of customer satisfaction.
Minimum Requirements:
· 2+ years of experience working in a customer service position.
· Familiarity with CRM/JDE systems and practices.
· Experience with detailed data entry and problem solving within an ERP system.
· Must reside full-time in the continental US.
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.
Preferred Qualification:
· Bachelor's Degree in business, supply chain, or related field or some college preferred.
Benefits: At RectorSeal, our employees enjoy the following benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, paid time off program with paid holidays, and various wellness programs.
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.
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Skills Required
- 2+ years of experience working in a customer service position
- Familiarity with CRM/JDE systems and practices
- Experience with detailed data entry and problem solving within an ERP system
- Must reside full-time in the continental US
- Strong phone contact handling skills and active listening
- Excellent written communication skills
- Ability to multi-task, prioritize, and manage time effectively
- Bachelor's Degree in business, supply chain, or related field or some college
What We Do
With multiple businesses and brands across the U.S. and abroad, CSW Industrials (NASDAQ: CSWI) is a diversified industrial growth company with well-established, scalable platforms and domain expertise across three segments: Contractor Solutions, Engineered Building Solutions, and Specialized Reliability Solutions. The CSWI family includes RectorSeal, Whitmore, Greco, Smoke Guard, and Balco, established companies that produce well-known and reliable brands serving the HVAC/R, rail, plumbing, architecturally—specified building products, energy, mining and general industrial markets.
