Customer Service Representative

Customer Service Representative

Location: Onsite at Phoenix, AZ

Shift: Monday - Friday at 9am to 6pm MST

Reports to: National Customer Service Manager

Polyglass is a leading manufacturer of roofing and waterproofing solutions, committed to quality, innovation, and customer satisfaction. We take pride in delivering exceptional products and service while fostering a collaborative and customer-focused culture.

Position Summary

Polyglass is seeking a customer-focused and detail-oriented Customer Service Representative to serve as a primary point of contact for our customers and sales teams. In this role, you will manage customer orders, provide product and technical support, resolve customer inquiries, and collaborate cross-functionally to ensure an outstanding customer experience. This position plays a key role in maintaining strong customer relationships, supporting sales initiatives, and driving continuous improvement within the Customer Service Department.

Key Responsibilities

• Process and manage customer orders, sample requests, demonstration requests, credit memos, and debit memos through AS-400.
• Serve as the first point of contact for customers and field sales representatives by responding to inquiries, troubleshooting basic issues, and providing technical documentation and product information.
• Support the MRP Controller by providing customer demand information to assist with inventory planning and product availability.
• Manage customer claims, including updating the Customer Claims Tracker, processing Claims/RMA documentation, investigating issues, and supporting timely resolutions.
• Assist in reducing aged finished goods inventory through proactive customer communication and inventory management.
• Ensure all customer, sales, and internal inquiries are directed to the appropriate personnel and addressed in a timely manner.
• Maintain customer accounts with professionalism, accuracy, and responsiveness.
• Partner with customers to proactively reduce inventory concerns, outstanding receivables, and customer complaints.
• Collaborate with the National Customer Service Manager to identify opportunities to improve processes and enhance department effectiveness.
• Maintain compliance with Polyglass quality standards, procedures, and continuous improvement initiatives.
• Support sales growth by assisting with existing customer accounts, re-engaging dormant accounts, and identifying opportunities with prospective customers.
• Provide pricing quotations to field sales representatives and customers as requested.
• Perform additional duties and projects assigned.

Qualifications

• High School Diploma or GED required.
• Minimum of two (2) years of Customer Service Representative experience required.
• Minimum of two (2) years of industry experience or an equivalent combination of education, training, and related experience.
• Proficiency with Microsoft Office 365 Suite, including Outlook, Word, Excel, PowerPoint, and Teams.
• Strong interpersonal, verbal, and written communication skills.
• Professional and customer-focused phone etiquette.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and problem-solving skills.

Preferred Qualifications

• Bachelor's degree from an accredited four-year college or university.
• Experience with AS-400 or other enterprise CRM/ERP systems.
• Previous inside sales experience.

Pay and Benefits

In addition to very competitive pay, our benefits are unmatched in our industry and include features that are not available at other local employers.

• A FREE health-plan option for employees or premium costs far below industry averages
• 401(k) plans with a company match at 6% - far more free money than most plans in the market
• Tuition Reimbursement. Earn a degree with up to 100% reimbursement on tuition!
• Student Loan Assistance
• Paid time off
• 10 paid holidays
• Dental and vision plans
• Gym membership reimbursement and more!