Customer Service Representative III - Automotive (CRL)
Los Angeles, CA, United States
Who we are:
C.R. Laurence Co., Inc. (CRL) is the leading full-service provider of architectural metals, glass fittings and professional-grade glazing supplies. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.
We operate our business to the highest standards of design, quality and customer service . The companies and institutions that depend on us impact the growing fields of glass fabrication, construction, architecture, interior design, and automotive. Their positions as leaders in their own industries mean they demand the highest standards from their suppliers.
About the Position:
The Customer Service Representative (CSR) provides exceptional customer service to all CRL customers. Through the detailed understanding of all CRL products the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect and Loyalty to best serve the customer. In addition, the CSR resolves products and service problems, processes orders and serves as an ambassador (customer advocate) between customers and CRL.
Responsibilities include, but are not limited to:
All duties associated with CSR I & II Core Products
Develop and expand the relationships with Automotive Account Clients.
Resolve Automotive Account Clients issues and concerns.
Acquire a thorough understanding of Automotive Account Client needs and requirements
Personalize experiences for Automotive Account by understanding their team, products, goals, competitors, and market.
Maintain an accurate and updated database of client information.
Work with other departments to maximize profit and bring the highest service quality.
Work closely with the Automotive Account management to ensure all daily tasks are completed.
Stay current on company products and services.
Document customer interactions and transactions in ERP consistently.
Prioritize issue resolution such as PR191, Q1's, Q2's, Q3, shipment schedules and delays, etc.
Maintain broad knowledge of products offered to Automotive Account Clients.
Collaborate with internal teams on client needs and factors that contribute to client satisfaction
Acquire knowledge of, and proficiency with, Automotive account business portals.
Maintain an acceptable supplier performance scorecard
Manage requests with use of.
Automotive accounts B2B portals
Catalogs for product verification.
Product lines represented by CR Laurence cross sell, value engineer, and exhaust all CRL options to keep order in-house.
Exercise discretion and independent judgment during the business process:
Qualifying
Quoting
Closing
Converting (Project Managing)
Effectively maintain communication with CRL customers during all business process stages.
Cross sell, value engineer, and exhaust all CRL options to keep order inhouse.
Maintain a manageable workload to not exceed 24-hour backlog on emails and returning voicemails.
Share industry knowledge, understanding, experiences and problem-solving abilities to Premier Account.
Adhere to all safety policies and procedures are essential functions of the job.
Project manage orders to align our customers critical path with promise date and deliver on the promise
Serve as an ambassador (customer advocate) between Automotive Account and CRL
Provide expert technical support and solutions
Represent CRL with pride and provide customers with exceptional experiences every customer every time.
Other duties as assigned
Qualification Requirements: A minimum of 1-year previous customer service experience; glass industry preferred
High School Diploma or equivalent; Associates Degree preferred
Strong organizational and listening skills
Ability to work overtime if required
Ability to work independently and prioritize work with deadlines
Ability to work in a fast paced, team environment to meet required deadlines
Utilizes strong time management and organizational skills to successfully multi-task
Must be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communications
Able to read and perform mathematical calculations, and write measurements in number fractions at a high school education level
Ability to read, interpret and understand drawings and specifications
Computer experience necessary and typing of numbers with accuracy
What CRL Offers You Highly competitive base pay
Comprehensive medical, dental and disability benefits programs
Group retirement savings program
Health and wellness programs
A culture that values opportunity for growth, development, and internal promotion
Hourly: $24-28
We are excited to be an Equal Opportunity Employer at C.R. Laurence. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, veteran, family and economic status and background, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels.
C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.
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