Founded in 1890, The D.S. Brown Company (A Gibraltar Industries Company) is a world-wide leader and supplier of engineered products to the bridge and highway industry. Headquartered in North Baltimore, Ohio the Company actively sells to bridge and pavement contractors, specialty subcontractors, and construction product distributors. The D.S. Brown Company is currently seeking applicants for an opening as a Customer Service Representative to help support our Sales Team deliver excellent customer relations.

The CSR will be responsible for handling customer service inquiries and problems via e-mail and telephone. Respond to e-mail inquiries from both internal & external customers in a timely manner. Customer service is the primary function, but may include minimal selling or promotion of products or services. Calls are non-routine and require deviation from standard screens, scripts, and procedures. The position will handle situations which may require adaptation of response or extensive research according to customer response. Uses computerized system for tracking, information gathering, and/or troubleshooting. Also handles shipment coordination with both shop floor and shipping department. This position also may include assistance in scheduling and prioritizing of projects in the master schedule.

Responsibilities and Duties

• Handles and resolves customer complaints, special orders, or returns in-store or via phone or mail.
• Answers customers' questions regarding product or service and operation or maintenance.
• Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.
• Nature of products and services is at a level of complexity that usually involves up to two years of directly related study, training, and/or experience to acquire job know-how.
• Demonstrate exceptional customer service behaviors to create advocacy and earn the right to expand relationships with current and potential customers.
• Interviews customers to obtain information and explain available services.
• Investigates and corrects errors, following customer and company records.
• Resolves complaints of product or service failure or refers to appropriate departments for investigation.
• Coordinates customers' service needs with other departments as required to ensure customer service.
• Visit customers' premises to resolve customer problems when necessary.
• Provides technical and operational direction, service assurance, and quality assurance for every aspect of a customer's order, tactical direction in regards to pre-sales activity, process support, and organizational structure in supporting sales and the company's customers.
• Using a combination of data analysis, user research, benchmarking, and content audits to identify high impact opportunities for improvement across all areas.
• Lead the implementation of improvement activities based on the data analysis, user research, and benchmarking.
• Ship confirm within Oracle.
• Coordinate shipments with shop floor and shipping department.
• Managing weekly invoicing forecasting for Management.
• Attend frequent Production meetings, both daily and weekly.
• Must be able to read and understand shop drawings.

Qualifications and Skills

• Bachelors or Associates preferred, or in lieu of degree H.S. Diploma with 5+ yrs exp.
• 5 or more years of high volume Customer Service work.
• Ability to communicate and maintain a professional and positive relationship with all levels of personnel as well as our customers
• Strong attention to detail, ability to maintain focus with intermittent distractions
• Strong organization and time management skills
• Strong Microsoft Office knowledge
• ERP system knowledge - experience with Oracle is a plus.

What we offer

Health & Welfare

• Medical, dental, and vision insurance plans for employees and dependents
• Health care & dependent flexible spending plans
• Free Life and AD&D coverage with supplemental coverage options
• Employee assistance programs focused on mental health

Financial Wellbeing

• Competitive compensation
• Bonus opportunities
• Generous 401(k) plan

Flexibility & Time Off

• Paid time off, including vacation, bereavement, jury duty, sick leave, disability, holidays.

Community & Personal Development

• Donation matching and time off to volunteer
• Educational reimbursement

About Us

Gibraltar is a leading manufacturer and supplier of products and services for North American agtech, renewable energy, residential, and infrastructure markets. By building solutions that make life better for people and the planet, Gibraltar advances the art and science of engineering, science and technology to shape the future of comfortable living, sustainable power, and productive growing.

Guided by an inclusive, values-driven culture that celebrates and rewards different perspectives, we work together to create lasting positive impact on everyone our business touches. To learn more about what makes us #GibraltarProud, visit our website: www.gibraltar1.com

Gibraltar is an Equal Opportunity Employer; and considers applicants for all positions without regard to race, color, religion, creed, gender, gender identity, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. In addition, Gibraltar will provide reasonable accommodations for qualified individuals with disabilities.

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