Sr. Customer Support Specialist

About the role

The Senior Customer Support Specialist serves as a dedicated Single Point of Contact (SPOC) and strategic partner for assigned customers. This role is designed to build long-term strategic relationships built on trust, results, and proactive partnership rather than reactive firefighting.

Responsibilities

• Walk customers through "How to do business with Associated Materials," including ordering systems, support resources, communication protocols, and escalation paths
• Conduct regular proactive outbound check-in calls to anticipate needs, identify potential risks, and strengthen relationships
• Take full ownership of customer issues from initial contact through complete resolution, coordinating across Plants, Customer Service, Quality, Logistics, Finance, and Warranty teams to break down silos and accelerate solutions
• Triage and resolve issues independently when possible, or coordinate cross-functional resources for complex, multi-department challenges
• Use exception reports and system monitoring tools to proactively notify customers and Territory Sales Managers of potential missed shipments, revised dates, or operational disruptions - intervening before customers are impacted
• Investigate root causes of issues, prepare and process credit memos, debit memos, and return material authorizations (RMAs) accurately and efficiently
• Maintain current and accurate knowledge of product offerings, lead times, pricing, and supply chain developments that impact customer operations
• Provide product technical information to respond to customer inquiries and recommend alternative materials or solutions
• Route sophisticated technical inquiries to qualified divisional personnel while maintaining ownership of communication back to the customer
• Identify and communicate process gaps, system disconnects, and workflow breakdowns that impact customer experience
• Serve as a liaison translating customer needs into actionable requests for internal stakeholders
• Capture and systematically share relevant customer feedback with internal teams to drive product and process enhancements
• Evaluate current customer support processes, identify inefficiencies, and recommend data-driven improvements
• Contribute frontline insights to operational improvement initiatives and strategic planning
• May occasionally visit customer locations to strengthen relationships, conduct process reviews, or resolve complex issues

Requirements

• 3-5+ years of customer service, account management, or customer-facing operations experience required
• Salesforce CRM experience preferred (case management, account updates, reporting)
• Manufacturing, distribution, or building materials industry experience strongly preferred
• Experience supporting high-value accounts, executive stakeholders, or managing complex multi-stakeholder relationships is highly desirable
• Background in a SPOC, account coordinator, customer success operations, or dedicated support role is a plus
• Experience navigating cross-functional environments and coordinating solutions across multiple departments
• Proactive, self-driven, and able to work independently with minimal supervision
• Exceptional analytical and troubleshooting skills with the ability to diagnose root causes quickly
• Professional, clear, and confident communicator across phone, email, and in-person channels
• Ability to translate technical information for varied audiences (from plant operations to executive leadership)
• Skilled at de-escalating tense situations and managing difficult conversations with empathy and professionalism
• Meticulous with documentation, follow-up, case management, and system accuracy
• Strong attention to detail in high-volume, fast-paced environments
• Excellent time management and ability to balance competing priorities
• Strong sense of urgency and ability to respond quickly to time-sensitive, high-impact situations
• Builds strong working relationships with cross-functional partners (Plants, Quality, Logistics, Finance, Customer Service, Warranty)
• AS400 or ERP system experience strongly preferred
• Strong Microsoft Office skills (Excel for data analysis, Word, Outlook)

Qualifications

• AS400 or ERP system experience
• Strong Microsoft Office skills (Excel for data analysis, Word, Outlook)

Skills

• Exceptional analytical and troubleshooting skills
• Proactive, self-driven, and independent work style
• Clear and professional communication skills
• Technical information translation abilities
• De-escalation and conflict management skills
• Attention to detail and accuracy in high-volume, fast-paced environments
• Time management and prioritization skills
• Strong sense of urgency and responsiveness to high-impact situations
• Collaborative and relationship-building abilities

Benefits

• Competitive Wage
• Opportunity for growth
• Long-standing business model in a changing market
• Premier company culture
• Medical/Dental/Vision
• 401K Matching
• Paid Time Off, Holiday Pay
• Discount programs

About Us

When you join AMI, you are part of a leading North American manufacturing business of vinyl windows, cladding, metal siding, trim and other essential exterior building products for residential, light commercial and multifamily projects. In 2022, we introduced our composite cladding system, a first-of-its-kind solution featuring exclusive (GP)2 technology. Headquartered in Cuyahoga Falls, Ohio, AMI is part of Associated Materials, LLC, which owns and operates 10 manufacturing facilities in North America including a distribution center. Associated Materials Innovations... Building Products Better

Additional Information

The actual wage offered to the successful candidate will be based on multiple factors, including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay parity. Compensation decisions are dependent upon the facts and circumstances of each position and candidate. Click to learn more about benefits. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled