Customer Service Representative

About the role

Advanced Drainage Systems (ADS) is a leading manufacturer of stormwater and onsite septic wastewater solutions, committed to sustainability and innovation. We deliver high-quality products across multiple industries while recycling over half a billion pounds of plastic annually. ADS fosters a culture where diverse perspectives drive better ideas, ensuring every employee feels valued, heard, and empowered to make an impact.

A Customer Service Representative provides solution-based service to valued customers in a remote work environment, using company-provided equipment and employee-provided connectivity. This position requires a highly motivated, self-managed virtual team player who thrives in a fast-paced, demanding setting while maintaining professionalism and efficiency.

Responsibilities

• Promptly processes internal and external customer requests via fax, telephone, mail, and email, including:
  • External customer inquiries on products, orders, shipments, etc.
  • Internal customer inquiries from Sales, Freight, Plant, Order Management, etc.
• Reviews order entry in a timely manner and checks orders for accuracy when needed.
• Communicates with internal and external team members to resolve customer concerns, build effective work relationships, de-escalate conflict, and communicate professionally with all stakeholders.
• Takes ownership of inquiries—utilizes all ADS resources to find solutions, completes timely and thorough reviews, and proactively follows up with concerned parties.
• Advises Order Management leadership of process improvement opportunities and participates in problem-solving meetings.
• Collaborates with Order Management peers to provide superior customer experiences and shares best practices/lessons learned in team meetings.
• Performs other duties as assigned.

Skills

• Effective communication: Genuinely listens, avoids interrupting, refrains from inserting personal opinions when representing others professionally, presents concerns or interests authentically, follows through on commitments, and works to find compromises or solutions without creating additional conflict.
• Analytical and problem-solving mindset: Absorbs large amounts of information quickly, manages competing priorities, identifies gaps and solutions, and applies previous experiences to new opportunities without requiring a standard operating procedure (SOP) for all tasks.
• High task variation: Works in a fast-paced, remote environment requiring focused attention to detail and immediate responses to inquiries. Switches seamlessly between calls, emails, and meetings without compromising work quality.
• Autonomy: Solves the majority of inquiries without escalation, asks for help when needed, volunteers to assist others without prompting, and does not require constant supervision.
• Trust and reliability: Maintains consistent and productive attendance throughout the workday, even in a remote setting. Assists peers with emails and orders when assigned workload is low.
• Proficient computer skills:
  • Independently sets up an ergonomic and effective workstation.
  • Proficient in Windows 10, including navigating the screen, using common terms (e.g., maximize, minimize, task bar, system tray), locating the application launcher, and searching for applications.
  • Experience with Google Chrome and Microsoft Edge browsers.
  • Experience with Microsoft Outlook, Excel, Word, and PowerPoint.
  • Understands, manages, and supports personal internet connectivity (Wi-Fi, router, ISP) and has a backup plan in case of an outage.
  • Performs basic computer troubleshooting for hardware and software.

Requirements

• High School Diploma or GED equivalent.
• Preferred: 2+ years of experience in Customer Service, including responsibility for external customer interactions.

Benefits

Health & Welfare Benefits

• Medical and prescription drug plans.
• Telemedicine (with medical plan).
• High-Deductible Health Plan (HDHP) and Health Savings Account (HSA).
• Dental and vision plans.
• Virtual physical therapy*.
• Employee Assistance Program (EAP)*.
• Voluntary accident, critical illness, and hospital indemnification programs.

Financial Benefits

• Retirement 401k program with company match.
• Employee stock purchase plan (voluntary).
• Financial wellness planning*.
• Paid parental leave*.
• Flexible Spending Accounts (FSA) for child care and health care.
• Short-term and long-term disability*.
• Basic life insurance and accidental death and dismemberment (AD&D)* (100% paid by ADS).
• Adoption financial reimbursement*.
• Tuition reimbursement*.
• Voluntary life insurance (for employees, spouses, and children).
• Voluntary identity theft and fraud protection.

Why Join ADS?

• Growth Opportunities & Global Presence: With a global network of approximately 70 manufacturing plants and 40 distribution centers, ADS offers extensive opportunities for career growth and development in various locations worldwide.
• Inclusive and Creative Work Culture: ADS fosters a culture of passion, innovation, and continuous improvement, empowering employees to shape industry-leading solutions. We value diverse perspectives, recognizing that they drive better ideas, processes, and performance. Our workplace is built on respect, inclusivity, and shared responsibility.
• Innovative & Sustainability Focused: ADS is one of the largest plastic recyclers in North America, ensuring over half a billion pounds of plastic is kept out of landfills every year.