Customer Service Specialist

Job Description

BUILD YOUR FUTURE WHILE YOU HELP BUILD A BETTER WORLD!

About Us

Tremco Construction Products Group (CPG) is an international collection of brands that manufactures building materials for the commercial and residential construction industries. Combined with our reliable customer support, training, and testing services, Tremco CPG helps build energy-efficient, sustainable, safe and watertight structures.

Tremco CPG Inc. has a history of excellence, which began in 1928 when William Treuhaft established the Tremco Manufacturing Company in Cleveland, Ohio. Since then, the organization has grown to offices, manufacturing facilities, and thousands of employees across the world, while still maintaining the family atmosphere it was founded upon.

At Tremco CPG, we prioritize collaboration amongst our departments and the construction and manufacturing industries to foster an inclusive and equitable working environment, empower our employees to learn and grow, and advance the markets we serve.

We also give back to our communities and nonprofit organizations through regular volunteer opportunities, a charitable donation matching program, as well as food, clothing & school supply drives.

If you're looking for a place to build a career and a life, with great benefits, advancement opportunity, technology, people and a commitment to a sustainable future, you've found it with us.

Tremco is currently hiring a CUSTOMER SERVICE SPECIALIST. This position is hybrid.

GENERAL PURPOSE OF THE JOB:

The Customer Service Representative provides customer service to external customers (distributors, contractors, design teams, and building owners) and internal customers (sales representatives) as it relates to processing product orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage the end-to-end execution of customer orders from receipt and entry through final delivery, ensuring accuracy, alignment with customer requirements, and compliance with company policies, procedures and quality standards.
• Serve as a primary point of contact for customers and Sales Representatives by managing order inquiries, project updates, order status, and issue resolution to support successful project execution and customer satisfaction.
• Coordinate multiple concurrent customer orders and projects by partnering with Sales, Planning, Production, Warehouse, Shipping, Logistics, Credit, Inventory, Product Management, vendors, carriers, and customers to align material availability, production schedules, transportation, and delivery commitments.
• Monitor inventory availability, production schedules, project milestones, lead times, and transportation requirements to proactively identify risks, manage competing priorities, and maintain delivery commitments.
• Review order requirements, specifications, pricing, product availability, lead times, and supporting documentation to ensure accurate order execution, company policy, compliance and informed customer communication.
• Maintain customer accounts, master data, and transactional information within SAP and Salesforce to support data integrity, audit readiness, and compliance with company standards.
• Prepare freight estimates and coordinate transportation activities by evaluating shipment requirements, delivery locations, carrier options, and logistical considerations. Exercise sound judgment in resolving operational issues, including schedule changes, product availability, pricing discrepancies, shipment issues, returns, replacement orders, claims, credits, and billing adjustments in accordance with company policies, procedures, and established approval processes.
• Build and maintain collaborative relationships with customers, Sales Representatives, and cross-functional teams to support effective communication, operational execution, and exceptional customer service.
• Execute special projects, prepare operational reports, and identify opportunities to improve customer experience, order accuracy, data integrity, compliance, operational efficiency, and business processes.

EDUCATION

• High school diploma or general education degree (GED)

EXPERIENCE

• 5+ years of experience in customer operations, order management, customer service, sales support, or a related role within manufacturing, or construction products.
• Experience managing customer orders in Salesforce and SAP.

OTHER SKILLS AND ABILITIES:

• Strong understanding of inventory availability, production scheduling, and order fulfillment processes.
• Excellent communication and relationship-building skills.
• Exceptional organizational skills with the ability to manage multiple priorities simultaneously.
• Strong problem-solving and critical-thinking abilities.
• Proficiency with Microsoft Office.
• Experience in logistics and inventory management preferred.
• Experience in SAP, and Salesforce is preferred.

The base salary range for applicants in this position generally ranges between $52,000 and $58,000. This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law. This position is also eligible for a potential annual incentive bonus, based on company performance.

Benefits:

Tremco offers a variety of benefits to its employees, including not limited to: health insurance, paid holidays, paid time off, 401(k) with company match, Company Pension Plan, and continuing education.

All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.