Customer Care Rep

About Us

Gibraltar Building Products is a leading North American building products manufacturer, with several manufacturing facilities across the United States and Canada. As the top supplier in the residential roof ventilation, drainage, and roofing accessories markets, Gibraltar Building Products has extensive scale and top brands such as AirVent, Amerimax, Appleton Supply, Architectural Mailboxes, Award Metals, Berger, DOT Metals, Flamco, Florence, NorWesCo, Nu-Ray Metals, Millenium Metals, Quality Aluminum Products, SBC Supply, Southeastern Metals, and Verde. Our portfolio of brands can be found in the nation's largest home center retailers and building product distributors. Gibraltar Building Products is a segment of Gibraltar Industries, Inc (Nasdaq: Rock), a leading manufacturer and provider of products and services for the Residential, Agtech, and Infrastructure markets.

About the Role

The Customer Care Representative (CCR) will work closely with other internal departments (such as Field Sales, Manufacturing, Credit, etc.) to ensure accurate and timely order entry and fulfillment of products to its end customers. The CCR will utilize various processes, guidelines, and systems to manage customer order activity, provide technical assistance, and prioritize and manage daily responsibilities efficiently and effectively. This role must be carried out in compliance with the Gibraltar Code of Business Ethics and Conduct, Gibraltar policies and procedures, and all Federal, State, and Local laws, including the Sarbanes-Oxley Act of 2002.

Responsibilities

• Maintain a suitable level of availability in the phone system, delivering professional and engaging customer service.
• Perform a high volume of specific tasks, such as order entry and product sample requests.
• Manage workload and customer communication through Oracle, following defined processes for case management.
• Foster a culture of continuous improvement within the Customer Service team by actively seeking improvement opportunities and developing and partnering with leadership to implement solutions.
• Demonstrate basic knowledge of products, their use, and how they relate to other products, to provide general product-related technical assistance to distributors, retailers, contractors, architects, and homeowners.
• Perform any other job-related duties that the Customer Care Supervisor/Manager may assign or deem appropriate.

Qualifications

• High School degree required; Bachelor’s degree preferred.
• Minimum of 1-year experience in a customer-facing role.
• Experience in manufacturing, construction, or building products is beneficial.
• Knowledge of Salesforce and Oracle/Avante or other ERP is preferred.
• Motivated and positive team player.
• Experience using the Microsoft Office Suite of products (Word, Excel, Outlook).
• Attention to detail and accuracy is critical.
• Ability to perform basic math calculations and measurements.
• Ability to function in a fast-paced, demanding, ever-changing environment.
• Demonstrated strong organizational skills.
• Demonstrated ability to handle multiple tasks and move between activities that require an immediate response.
• Ability to be self-directed and contribute to a high-performing work team while being team and goal-oriented.
• Ability to build relationships with functional stakeholders.
• Demonstrated written/verbal communication skills.

Pay

A reasonable estimate of the current wage range for this position is $24/hr. - $30/hr.

Benefits

For a general description of all employment benefits, visit https://www.gibraltar1.com/careers/.