Customer Service Representative

Overview

Knauf Insulation North America is the world's fastest-growing insulation manufacturer. We are wholly committed to the conservation of the environment while also sustainably developing and manufacturing a comprehensive line of acoustical fiberglass insulation for residential, commercial, industrial, marine, OEM and metal building applications, using post-consumer recycled materials.

We welcome passionate and creative individuals who thrive in an entrepreneurial, collaborative and ever-changing environment. 

Our benefits go beyond just providing coverage. 

We’re committed to the whole you – your health, wealth, peace of mind, self and community. 

Our benefits include:

• Medical, Dental, Vision – starting on day one!
• Virtual Medical Services
• Fertility and adoption benefits
• 401(k) Retirement Plan (earn 100% matching on your first 6% contribution and fully vested day one)
• Paid parental leave
• Paid family leave
• Company provided Salary Continuance (Short- term Disability)
• Company paid life insurance
• Paid Holidays
• Vacation
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Plus, more!

Growth opportunities are available! 

Apply online or contact us to hear why our employees appreciate being part of the Knauf family!

About the Role:

As a Customer Service Representative, you are responsible for providing exceptional customer service by processing customer orders, resolving inquiries and issues, and coordinating with customers and internal teams to ensure a positive customer experience and high levels of customer satisfaction. 

Responsibilities

• Process customer orders in the company’s ERP software, ensuring accuracy and timely entry. 

• Provide product and order information to customers and the Sales team, including in-stock availability, delivery expectations, and related updates. 

• Respond to customer inquiries in a professional, timely, and helpful manner, ensuring requests are addressed satisfactorily. 

• Monitor customer orders throughout the fulfillment process and proactively communicate delays, shortages, or changes to customers and internal stakeholders. 

• Collaborate with Sales, Operations, Material Requirements Planning, and Transportation personnel to ensure product availability, delivery requirements, and customer expectations are met. 

• Handle customer complaints in a professional and timely manner, including following up on shipping errors, referring shipping issues to Transportation, entering claims, and referring claims to the appropriate team. 

• Maintain a thorough understanding of customer accounts, preferences, services, and product offerings to anticipate and meet customer needs effectively. 

• Maintain accurate customer records and account-related information within company systems, including contact details, shipping instructions, pricing information, and customer-specific requirements. 

• Prepare and distribute customer-related and internal reports, ensuring accuracy, completeness, and timely delivery of information. 

• Participate in team meetings and continuous improvement initiatives to enhance customer service processes, operational efficiency, and customer satisfaction. 

• Support audits and other compliance activities by maintaining accurate documentation and assisting internal stakeholders as required. 

• Meet established customer service performance standards, including response times, order accuracy, and customer satisfaction objectives. 

Qualifications

Education:   

• High Scool Diploma or G.E.D. 
• Associate’s Degree or equivalent from a two year college or technical school preferred  

Experience:  

• Minimum two (2) years of professional customer service or related experience involving customer-facing interactions 
• Experience in manufacturing, distribution, or supply chain environments preferred 
• Experience with order processing, ERP systems, and cross-funtional is desired 

Knowledge, Skills and Abilities: 

• Ability to communicate effectively throughout the organization 
• Ability to make quick, thorough decisions 
• Ability to motivate and energize a team to produce winning solutions 
• Ability to work in a fast-paced, high-pressure, deadline driven environment 
• Ability to manage multiple projects and tasks simultaneously  
• Ability to perform work accuractely and thoroughly with attention to detail 
• Ability to foster a culture of innovation, collaboration, and accountability within the organization 
• Ability to instill an environment of inclusion, where all employees feel that they can contribute and impact the company in a positive manner. 
• Ability to support employee retention and engagement to ensure a sustainable workforce 
• Ability to partner with and support colleagues both internally and externally 
• Ability to work hands-on in an industrial manufacturing environment, as well as in a corporate environment 
• Ability to professionally handle customer concerns and escalated situations while maintaining composure and professionalism 
• Ability to adapt to shifting priorities, processes, and business needs while maintaining productivity, work quality, and professionalism 
• Effective negotiation skills 
• Problem-solving skills 
• Follow-up skills 
• Proactive in identifying areas of opportunity and suggesting ideas for improvement 
• Effective public speaking and presentation skills 
• Computer skills in MS Windows environment; proficient in Word, PowerPoint and Excel

It is the policy of Knauf Insulation to provide equal employment opportunities to all qualified persons without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, protected veteran status or any other protected characteristic prohibited by applicable law.