Customer Service Representative II

This role is not open for submissions from outside staffing agencies.

Pay

$23-$25/hour depending on experience. Weekly pay every Friday. Opportunities for monthly and quarterly bonuses based on meeting production and safety goals.

Schedule

Monday to Friday; 7:00 AM to 4:00 PM

Benefits

Benefits start on day one, including:

• Health, dental, vision, and life insurance
• Short-term and long-term disability coverage
• 401k with 100% employer match, fully vested after one year
• Health Savings Account (HSA) with employer match for both employee and family coverage, fully vested immediately

Trulite covers most of the cost of your benefits.

About the Role

You are an experienced, mid-level Customer Service Representative II (CSR II) who is deeply dedicated to being responsive, reliable, and building strong, lasting relationships with Trulite customers. Operating with high integrity, respect, and a results-oriented mindset, you serve as a trusted voice of our organization. You are a proactive problem-solver with strong product knowledge and independence to manage complex customer interactions, collaborate cross-functionally, and deliver a premier customer experience.

Responsibilities

• Reinforce Trulite’s mission and values by fostering the company’s expectations for customer service.
• Answer customer service calls within defined Key Performance Indicators.
• Receive, prepare, and verify the accuracy of orders from customers using the company’s internal central workflow systems and customer purchase orders.
• Initiate required actions for customer service requests, including new orders and change requests, ensuring accuracy and communicating changes to appropriate departments.
• Assist in proofreading entered orders to ensure correct information before final confirmation.
• Collaborate with the scheduling/production department to meet customer expectations for orders.
• Handle or refer complaints of product or service failure to the appropriate department for investigation.
• Conduct follow-up phone calls within 2 hours to respondents with concerns or questions.
• Prepare price quotations on items contained in the price book.
• Work with sales and other branch/regional locations to resolve problems and enhance customer service offerings.
• Answer customers’ technical questions regarding products and services.
• Attend regular customer service and branch meetings.
• Support and participate in the organization’s continuous improvement program and product training courses.
• Perform other related duties and provide backup support to other team members as assigned.
• Train team members on processes, products, and service value.
• Handle complex customer projects and issues.
• Manage daily customer back orders.
• Ensure correct warranties are distributed as requested.
• Adhere to accounts receivable (AR) processes to meet internal and customer requirements.
• Backup for processing of COD/CIA payments.
• Maintain appropriate working relationships with internal and external customers.
• Other duties as assigned.

Requirements

• 2-5 years of customer service or relevant experience.
• High School Diploma or equivalent required.
• 1 year of related experience in the glass industry.
• Ability to multitask, stay organized, be efficient, and work accurately.
• Excellent communication (written and oral), interpersonal, conflict management, and time management skills.
• Proficient in Microsoft Office 365 suite.
• Strong listening skills and attention to detail.
• Ability to calculate discounts, fractions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Must pass a criminal background check.