Customer Service Specialist

This is a Fully Remote Job

About Our Client:

The organization operates within the construction products industry, specializing in commercial sealants, waterproofing, roofing, and building maintenance. It comprises several divisions and brands, managing 21 manufacturing facilities, 6 distribution sites, and 3 research and development locations across North America, employing over 2,700 people. The company addresses the need for comprehensive construction product solutions by integrating various specialized units under one group.

About the Opportunity:

The CUSTOMER SERVICE SPECIALIST plays a key role in supporting both external customers—such as distributors, contractors, design teams, and building owners—and internal sales representatives by managing product orders. This position ensures accurate order processing, timely communication, and coordination of shipping logistics, directly contributing to customer satisfaction and operational efficiency.

Responsibilities:

• Manage high volume of calls, emails, and faxes, responding to inquiries about orders, product information, stock status, pricing, shipping, and samples.
• Accurately enter orders and set up new customers in the system.
• Verify stock availability to confirm orders.
• Handle special requests including color matching and custom sizes.
• Coordinate order logging, routing, shipping, and tracking; liaise with transporters for freight pick-up and delivery routing.
• Prepare and verify shipping documents such as bills of lading.
• Scan bills of lading daily for delivery tracking and provide monthly delivery performance updates.
• Ensure prompt and accurate order shipment and invoicing; conduct second checks on purchase orders and perform shipment inspections.
• Provide Safety Data Sheets with shipments and upon request.
• Keep customers and sales representatives informed about order status and delays.
• Proactively communicate order changes.
• Develop and maintain knowledge of product lines, pricing, and delivery schedules.
• Follow ISO-required procedures related to customer service.
• Troubleshoot pricing, order tracking, delivery issues, and stock availability.
• Recommend alternatives or solutions to customer concerns.

Requirements:

• High school diploma or GED.
• Two to four years of related customer service experience.
• Experience working with distributors, contractors, or sales representatives.
• Clear and professional verbal and written communication skills.
• Strong proficiency in Microsoft Office applications.
• Understanding of Lean Management Principles is a plus.
• Demonstrated office etiquette including communication, decision-making, and problem-solving skills.
• QuickBooks experience preferred.
• Strong understanding of sales reports and related codes and databases.
• SAP experience preferred.

Pay Range and Compensation Package:

• The salary range for this position is generally between $50,000 and $60,000 plus incentive compensation, based on qualifications and operational needs.

Benefits & Perks:

• Health insurance
• Paid holidays
• Paid time off
• 401(k) Savings and Trust Plan with company match
• Company Pension Plan
• Performance-based bonus/commission
• Continuing education opportunities

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.