Reports to: President
GENERAL SUMMARY OF POSITION:
The Technical/Customer Support Representative is responsible for providing expert technical and customer support as needed to our salesforce and customers via phone and/or e-mail. Technical/Customer Support Representative serves as a direct point of contact for Garland’s customers and is responsible for troubleshooting, promoting, increasing, developing, facilitating and maintaining customer sales and customer satisfaction.
CORE & ESSENTIAL FUNCTIONS:
Provide consultation or expert advice primarily via phone and/or e-mail to our sales force and customers concerning topics including, but not limited to, products, pricing, approvals, competitive information, deliveries and roofing techniques
Develop product knowledge to serve as a technical resource to the sales teams and customers
Assist the sales force in trouble-shooting and creative problem-solving. This may include studying sales and technical information, visiting job sites for a visual inspection to make a proper assessment for a solution
Communicate clearly and effectively with end users, sales representatives, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
Provide input on process or technical service tools that could be beneficial to customers or employees using discretion and independent judgment
Has authority to commit Garland on all customer-related issues, including making the appropriate resolutions when necessary.
Coordinate with various Garland departments to ensure customer satisfaction and timely and efficient shipments.
Control costs by evaluating shipments, consolidating loads, troubleshooting and selecting the most cost-efficient method of shipment.
Act as liaison between customers, freight carriers and shipping department.
Ensure on-time delivery of goods to customers, by investigating and resolving detention/delay issues.
Follow up on all aspects of order fulfillment and other issues relating to customers with the appropriate sales representative.
Assist in training the new and seasoned members of the sales force as needed regarding the products
Keep an up to date understanding of technical issues, market conditions and competitive activities through the reading of pertinent literature and consulting with technical service areas including corporate product management and engineering teams
Test and trouble-shoot returned items
Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
Other duties as assigned
QUALIFICATIONS AND SKILLS:
Must possess extensive experience with customer service and logistics. Must have effective communication skills and be able to troubleshoot, problem-solve, communicate and coordinate with other departments at Garland to ensure customer satisfaction. Must be able to provide prompt service for all requests and be flexible with their time as availability at times may be needed outside of standard working hours. Experience in commercial construction; in roofing and/or cladding, is preferred. Possession of at least a high school diploma is required and a post-secondary degree is preferred. Must have a working knowledge of construction product specification and detailing. Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization. Demonstrate aptitude for problem-solving; ability to determine solutions for our sales force. Must be results-orientated and able to work both independently and within a team environment. Must possess excellent verbal and written communication skills. Proficiency in using Microsoft Office Suite applications. Must possess a valid state motor vehicle license and maintain an acceptable motor vehicle driving record. Must be able to travel when necessary.
Ability to communicate orally in a clear, concise and effective manner with the customers, account representatives, company representatives, management, staff, and the public in face-to-face, one-on-one and group settings. Ability to use a telephone for communication. Ability to maintain regular, predictable, and punctual attendance. Ability to establish and maintain effective working relationships with others. Use office equipment such as a personal computer, copier and facsimile machines. Ability to communicate in writing in a clear, concise and effective manner. Sit or stand for extended time periods. Hearing and vision required to be within normal ranges. Read at, above, and below shoulder height. Occasionally stoop, kneel or crouch. Sufficient manual dexterity required to operate equipment. Ability to work in inclement weather with frequent exposure to the elements. Normal range of tolerance to household and other types of typical industrial/ construction chemicals and solvents.
Must be able to carry, push, pull, reach and lift up to 60 lbs. of roofing material routinely; climb ladders/ extension ladders routinely; climb ladders while carrying packages or bags weighing approximately 30 lbs., climb and traverse different roof levels. Willingness and ability to travel when necessary.
EQUAL OPPORTUNITY EMPLOYER
The Garland Company, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, military status, protected veteran status, caring for a parent, child, sibling, or spouse injured while in the armed service, age, or any other characteristic protected by law.