Customer Service Representative

Customer Support Representative

The Customer Support Representative is a key component of the Advanced Insulation Customer Service team and is responsible for maintaining a relationship with accounts in several different market verticals. This role supports pricing, order entry, complaints, shipping, logistics, issues tracking and requests within Sales Force. The CSR also maintains and assists with credits and billing to keep accounts current.

This position requires candidates to be within commuting distance of the Mebane, NC office. There is a minimum 10-week on-site training period, followed by a transition period, before moving to a hybrid schedule.

What Armacell can offer you :

Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & wellbeing.

Financial programs such as 401(k), life insurance, short & long-term disability coverage, and opportunities for performance-based salary incentive programs

Generous paid time off including 12 holidays

Training and educational resources in our learning management system

Giving & volunteer opportunities, and discounts on retail products, services & experiences

Job Responsibilities :

Manage the full lifecycle of customer orders

from entry through delivery

ensuring accurate, timely fulfillment

Develop and maintain positive relationships with customers and field representatives

Collaborate with cross-functional teams including sales, planning, operations, logistics, and finance to proactively resolve issues and deliver a seamless experience

Identify, assess, and address customer needs, concerns, and complaints, by phone and email, and bring to timely resolution

Process financial adjustments such as credit and debit notes and returns

Coordinate with logistics and third-party warehousing partners to align delivery schedules and resolve shipment concerns

Process, coordinate and provide follow up of logistics, warehouse, and quality claims including financial discrepancies

Enter cases into Salesforce for logistics, warehouse, and quality claims

Maintain up-to-date product knowledge and stay informed on process improvements and system updates

Job Qualifications and Requirements :

Minimum 3 years in a customer-focused, order management, and operations coordination role

Strong interpersonal and communication skills

Ability to manage competing priorities with a high degree of organization and attention to detail

Demonstrated problem-solving ability and sound judgement

Quick learner, good problem-solving and decision-making capabilities resulting in mutually beneficial resolution

Experience with Outlook, SAP, Salesforce, and Microsoft Office

The expected hourly range for this role is $20.00 - $24.00 / hr.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience, and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

More About Us

Armacell's products significantly contribute to global energy efficiency making a difference around the world every day. With more than 3,300 employees and 25 production plants in 19 countries, the company operates two main businesses, Advanced Insulation and Engineered Foams, and generated net sales of EUR 836 million and adjusted EBITDA of EUR 155 million in 2023. Armacell focuses on insulation materials for technical equipment, high-performance foams for high-tech and lightweight applications and next generation aerogel blanket technology.