ProVia

Compensation

Full Description

Customer Support Representative Reports to: Vinyl Products Customer Service Supervisor Hours: Monday-Friday, 9:00AM-5:30PM or 8:00AM-4:30PM Location: Strasburg, OH Summary This position is a member of the Customer Experience team that provides support and order processing for Vinyl products and components manufactured by ProVia' s Strasburg Facility. The department is focused on establishing long-term relationships with ProVia' s customers, promoting increased service and product sales for both the customer and ProVia. The employee is expected to uphold and represent ProVia' s purpose, vision, mission, and values. Essential Duties and Responsibilities Essential Duties and Responsibilities include but are not limited to the following: • Provide professional class service. Manage and take ownership of every situation as it comes up in order to provide the best service to customers. • Be available and respond to customer inquiries via phone, email, and ProVia' s online ordering application as assigned. • Build relationships and be a preferred point of contact for Dealers, Distributors, and Installers through diligent follow-up and proactive communications regarding account specifics, orders, shipments, product configurations, and warranty claims. • Complete communications and tasks with promptness, completeness, and a serving attitude. • Process internal communications such as question orders, task lists, special order tracking, engineering tickets, and products needed for projects and other departments serving both internal and external customers. • Manage tasks outside of primary responsibilities as assigned. Qualifications This position requires a motivated, extremely detailed-oriented individual who has excellent communication, technical, and organizational skill sets, and who enjoys working in a team atmosphere. • Relational Skills • Nonverbal Communication: Clearly conveys information through written messages; seeks clarification appropriately; responds well to questions; maintains professional verbal/nonverbal communication in any situation. Writes clearly using correct grammar, spelling, and punctuation. • Verbal Communication- Communicates clearly and can have effective, collaborative, and supportive discussions regarding issues and questions. Enjoy working in a team atmosphere. • Must be able to take direction and remain positive during conflict. • Technical Skills • Proficient in computer usage is required. • 1-2 years in a job that required daily technology usage. • Mechanical aptitude and working knowledge of mechanical drawings. • Working knowledge of construction terms. • Mid to high level math aptitude: understanding of decimals/fraction conversions, measurement, and sizing. • A comprehensive understanding of the product lines for which the department is responsible, or a strong desire and aptitude to learn. • Organizational Skills • Prioritizes customer’s needs; multi-tasks; efficient time management; deadline oriented; meets commitments; prompt responses. Finds satisfaction in managing one’s own work with a sense of quality.