Customer Service Representative

Company Description

Cornerstone Building Brands is a leading manufacturer of exterior building products for residential and low-rise non-residential buildings in North America. Headquartered in Cary, N.C., we serve residential and commercial customers across the new construction and Repair & Remodel (R&R) markets. Our market-leading portfolio of products spans vinyl windows, vinyl siding, stone veneer, metal roofing, metal wall systems and metal accessories. Cornerstone Building Brands’ broad, multi-channel distribution platform and expansive national footprint includes more than 18,800 team members at manufacturing, distribution and office locations throughout North America. Corporate stewardship and Environmental, Social and Governance (ESG) responsibility are embedded in our culture. We are committed to contributing positively to the communities where we live, work and play. For more information, visit us at http://cornerstonebuildingbrands.com.

Ply Gem Canada is North America's leading manufacturer of exterior building materials, including windows, siding, stone, and 40 other categories. At Ply Gem, we provide the nation's residential builders, remodelers and architects with access to a comprehensive range of building products. From new construction to repair, remodel and replacement, our full line of building products provide quality and value for all types of projects. 

Ply Gem Canada is a growing company in the building products industry backed by Cornerstone Building Brands, providing us with stability and strength in the North American market. Cornerstone Building Brands is the largest manufacturer of vinyl windows in North America with brands you’ve come to know and trust. We have endless building product options from standard to specialty to customized to whatever you’re looking for. But it’s our service capabilities that sets us apart.

Job Description

POSITION SUMMARY:  Ply Gem Canada is seeking a highly motivated Customer Service Representative to join our customer service . Reporting to the Customer Service Supervisor, the Customer Service Representative is responsible for providing customer support and maintaining positive customer relations while responding to problems and inquiries. Additionally, this successful candidate will work towards maintaining productive working relationships with internal and external customers and coordinating all aspects of siding, allied, and promotional orders from receipt to delivery.

GENERAL RESPONSIBILITIES:

As the Customer Service Representative you will be required to perform the following functions:

1. Communicate with customers through email, phone and in person responding to queries in a professional manner, asking the necessary questions required to ensure the correct product and or issue has been identified.
2. Represent the warranties and charging policies of Ply Gem Canada for the service being requested, clearly communicating any charges, and those payments due upon the arrival of our Field Technician’s arrival
3. Enter all the data into AccuQuote (Ply Gem software) ensuring complete and accurate information.  clearly documenting all service issues on the service order pertaining to the service work that is to be done. 
4. Ensure accuracy of all parts entered.  Request/process payment prior to ordering for all chargeable service if account does not have credit terms.  
5. Clearly enter all notes provided by service technicians while on site.  Process paperwork to completion.  Reorder parts if necessary.
6. Effectively communicate with customers through email, portals, phone, text and in person based on account requirements.  Work well with internal customers including sales, dispatch, production control and distribution when required.
7. Have an excellent level of knowledge of product specifications and you have the ability to think clearly and quickly and make decisions based upon your knowledge.  
8. Thorough communication with other interdependent departments, represent Service in meetings, review and conform to the corporate and departmental operating procedures. Maintain and create Department Operating Procedures, call and confirm access for builders and homeowners. 
9. Strong work ethic and positive team attitude.
10. Other duties as required

This role is fully on-site at: Ply Gem Canada, 5785 72nd Ave SE Calgary, AB, T2C 5B1.

Qualifications

• Grade 12 diploma or equivalent
• Minimum of one (1) year of customer service experience required
• Industry experience and warranty experience are considered strong assets
• Typing speed of at least 40 words per minute
• Strong attention to detail
• Excellent verbal and written communication skills
• Ability to communicate professionally and effectively with customers and internal teams
• Strong problem-solving skills and organizational abilities

Additional Information

Residential Building Products - Exterior Home Building Products

Ply Gem Canada is committed to an inclusive, equitable and accessible workplace. We will accommodate applicants’ needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially.