Customer Communications Specialist (Hybrid)

RectorSeal is seeking a customeroriented Customer Communications Specialist to assist with frontend 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 highpriority 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 34 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 crossfunctional 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 and Experience

• Bachelors Degree in business supply chain or related field or some college preferred
• 2 years of experience working in a customer service position a must
• Strong phone contact handling skills and active listening
• Familiarity with ZenDesk/JDE systems and practices
• Experience with detailed data entry and problem solving within an ERP system
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent written communication skills
• Ability to multitask prioritize and manage time effectively

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 dollarfordollar matching up to 6% and immediate vesting an Employee Stock Ownership Plan Health Vision Dental PTO and an awardwinning Wellness Program.

About RectorSeal

Based in Houston TexasRectorSeal LLC is a wholly owned subsidiary of CSW Industrials Inc. NASDAQ: CSWI and a leading provider of quality solutions for the professional trades serving the heating ventilation and air conditioning (HVAC/R) plumbing electrical and construction markets. For more information about RectorSeals innovative products and brands that increase efficiency and improve reliability please visit.

RectorSeal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

Rectorseal does not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement there will be no obligation to any referral compensation or recruiter fee.