Customer Service Analyst

Tremco Construction Products Group brings together Tremco CPG Inc.’s Commercial Sealants & Waterproofing and Roofing & Building Maintenance divisions;

Tremco Barrier Solutions Inc.; Dryvit, Nudura and Willseal brands; Prebuck LLC; Weatherproofing Technologies, Inc.; Weatherproofing Technologies Canada and PureAir Control Services, Inc.

Altogether, Tremco CPG companies operate 21 manufacturing facilities, 6 distribution sites, and 3 R&D / technology sites, and employ more than 2,700 people across North America.

Tremco CPG Inc.'s Roofing and Building Maintenance Division is searching for a Customer Service Analyst.

• Handle large volume of phone calls, emails, and fax. Respond to all aspects of customers’ and representatives’ inquiries or requests (orders, product information, stock status, pricing, shipping information, samples,
• Key orders accurately into the system including warranty eligibility.
• Check stock availability to confirm orders
• Ensure all orders are shipped and invoiced promptly and accurately.
• Keep customers and / or sales representatives advised of anticipated ship dates and any delays regarding orders.
• Be proactive in communicating changes to orders
• Obtain and continuously enhance a broad knowledge of product line, prices, delivery time and similar data as required relating to the business units being serviced
• Make special requests such as colour matching, special sales order process.
• Troubleshoot issues regarding pricing, tracing and tracking orders, delivery times, lead times, product information and stock availability.
• Suggest potential alternatives / solutions to customer concerns
• Supply MSDS upon request and as required.
• Develop and maintain effective working relationships with team members, managers and personnel in internal departments whose functions directly or indirectly affect the service level to our customers (to aid in providing exceptional customer service).
• Process product returns and credit requests on price discrepancies.
• Follow safe work procedures and practices
• Recognize and report hazards
• Attend health and safety meetings
• Participate in training, audits and inspections
• Comply with legal duties and Tremco safety policies and procedures
• All employees are liable under the Criminal Code of Canada as well as the Occupational Health and Safety Act to take every reasonable precaution in the circumstances for the protection of workers

Requirements :

• 0-2 years of customer service experience in a high volume call centre environment is required
• Certificate from College or Trade School
• Must be able to clearly communicate verbally and in written form in a professional manner
• French language preferred

The salary range for applicants in this position generally ranges between $57,000 to $71,000. This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law.

Benefits :

Tremco offers a variety of benefits to its employees, including not limited to : health insurance, paid holidays, paid time off, Company Pension Plan, and continuing education.