Customer Support Specialist

**Customer Support Specialist**

+ **Job Tracking ID**: 512###-####26

+ **Job Location**: Aliquippa, PA

Beaver Falls,

Moon,

Pittsburgh,

New Brighton,

New Castle,

Hoepwell

+ **Job Type**: Full-Time/Regular

+ **Date Updated**: June 10, 2021

+ **Starting Date**: ASAP

**Job Description:**

ARDEX Americas (), is the Global industry leader in the manufacturing and development of high-performance specialty building materials. Our success is built on continuously innovating products that shape the construction industry, and a "culture", driven by collaboration, creative thinking and idea sharing.

We are looking to hire a full-time **Customer Support Specialist** to help support our growing business. This position will be responsible for servicing and processing orders within a designated territory for the ARDEX Retail and Distribution centers throughout The U.S., Canada, and Latin America.

This is a full-time position (Monday-Friday) and the working hours are 8:00 a.m. - 5:00 p.m. with a one- hour unpaid lunch. It will be based at our Corporate campus, 20 minutes North of Pittsburgh International Airport.

**Responsibilities:**

* Maintain thorough understanding of all customer service processes

* Complete understanding of international shipping requirements and documentation for the Canadian and Latin America customer support territories

* Cross Functional training of all territories and customer accounts

* Process high volume of orders as received daily to meet order processing deadlines

* Manage direct communication with accounts to ensure customers are kept up to date with their order status and communicate any changes / delays to the order to the customer, customer support team, logistics team, and sales account manager. Resolve product availability issues and advise customer in timely manner.

* Manage customers claims, free material shipments, and product returns in territory.

* Responsible for acquiring freight rates on LTL special shipments and filing freight damage claims for designated territory

* Responsible for invoice and invoice adjustment process in territory: Process and distribute invoices,

* Proactively research and resolve any shipping and price discrepancies

* Assist with the set-up of new accounts and credit applications. Provide support in gathering and translating information required to establish credit reviews for new customers. Take over as the direct contact for the assigned distributor.

* Close coordination with the sales department and Customer Support Manager on improving customer relationships.

* All other miscellaneous duties as assigned.

**Experience and Skills:**

* Strong business judgement and ability to make sound business decisions in service of the ARDEX Distributor

* Minimum 5 (five) years customer or sales support experience, with demonstrable independent account management

* Minimum of (3) years order processing, invoicing and invoice adjustment experience is required

* Working knowledge of MS Word, MS Excel, and database systems (CRM)

* Ability to process high volumes of data while retaining 100% accuracy

* Working knowledge of SAP and SAP processes or other integrated accounting system is highly desirable

* Knowledge of laws and regulations (U.S. and International) affecting exporting and coordinating with the various internal departments to ensure customs compliance of export documentation is highly desirable

* Knowledge of shipping process

* Detail oriented and able to sustain high levels of accuracy

* Ability to excel in a fast paced, changing environment

* Excellent communication, interpersonal and telephone skills

* Ability to work independently while retaining a strong team ethic

* Excellent organizational and listening skills

* Accountability, dependability, responsiveness, and quality focus

* Demonstrates ARDEX Growth Mindset competencies: Innovation, Open Mindedness, Collaboration, Agility, Initiating Action and Execution, Ownership

**Education:**

* Associate degree preferred or high school diploma with relevant work experience

**Benefits**

* Competitive salary and company Laptop

* Flexible work initiatives (job and department dependent) to include flexible working hours and work from home options

* Immediate Paid Time off (PTO) eligibility, and 11 Paid Holidays

* Employee Assistance Programs and Wellness Initiatives

* 401K match

* Medical, Dental and Vision Insurance (immediately eligible 1st of month following date of hire)

* Employee development and leadership development programs

* Reduced gym memberships, wellness programs, pet insurance, Tickets at Work, community support