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Customer Service

Firestone Building Products

This is a Contract position in North Las Vegas, NV posted November 29, 2022.

Overview: The Customer Support Representative II provides direct support to the sales team and isresponsible for managing key aspects of the order-to-cash process, including product supply anddelivery, order entry, pricing, customer issue resolution, and coordination of claims and invoicingfor key rep groups.

This role works cross-functionally with other departments that impacts thecustomer experience and optimization of value chain efficiencies.

Identifies process issues andcollaborates with customers and the team to effectively address customer concerns.

Responsiblefor direct interface with the plants and the planning department.

Serves as the first point ofcontact for assigned areas to provide reporting, issue resolution, and training.

This role requires asense of urgency and attention to detail to react to shifting job scope and priorities in the buildingproducts industry.

Responsibilities: Responsible for customer interaction and relationship management of assigned repgroups and customer accounts?

Responsible for management of orders in SAP (new orders, quotes, samples, status/tracking, pricing, billing, credit/return requests, claims, etc.)?

Focal point for assigned key rep groups as a single point of contact for customer inquiriesand issue escalation across sales, marketing, pricing, credit, billing, operations,transportation, and planning?

Manage third-party vendor orders related to customer orders?

Collaborate cross-functionally to ensure orders are loaded and shipped on schedule?

Ensure timely follow-up on associated actions related to sales orders.?

Manage requests for changes to sales orders (delivery date, material, quantity), inventoryavailability/supply, lead times, freight estimates, etc.?

Manage open orders reporting to identify actions and root cause for order delays,including efficient re-dating of past-due orders?

Responsible for proactive communication with plants, planning, and sales to ensureresolution on order management issues?

Effectively manage difficult conversations with customers regarding order issues andcomplaints?

Other duties as assigned Qualifications: Associates Degree in business or a related field required or High School diploma with 5years’ experience.

4 year degree preferred.


2 years of customer support experience in a call center or like environment.?

Motivated and enthusiastic who is customer centric oriented?

Strong analytical and organizational skills?

SAP experience preferred.?

Excellent critical thinking and problem-solving skills?

Work ethic and integrity to be able to work in a team environment?

Positive attitude, self-starter?

Team player who leads by example?

Outlook and Excel skillsWorking conditions

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