Online Customer Care: CSR II

Job ID:  [[394145]]

C.R. Laurence Co., Inc. (CRL) is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.

Job Summary 

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. 

Prerequisite Skills, Knowledge and Ability Requirements

Completed 9 months of CRL customer service experience in Core Products

Maintained 9 Calls/Hour for three consecutive months

Maintained Error Percentage in good standing for three consecutive months

Satisfactory demonstration and understanding of Core Products

Satisfactory demonstration of all Entry programs and processes

Satisfactory demonstration of “after the sale” problem resolution skills

Advancement to Customer Service Representative Level II - Online Customer Care

Essential Duties and Responsibilities 

All responsibilities as CSR I - Core Products plus the following areas of focus

Maintain at least 40 email replies per day from Askus Mailbox (crl@crlaurence.com).  Maintain email resolution time between 24-48 hours.

Convert Quotes to orders as requested in Askus mailbox or B2B pending requests.

Website Pending Requests – B2B Online Support Information Center, maintain inquiry replies within 24 hours. Maintain inquiry resolution within 24-48 hours.

Maintain EN69 Web Order Review. SLA is to convert web order within 30-minutes of order being placed on website.

Maintain IQ02 Customer Service P&C file. SLA is to respond, forward or assign P&C to appropriate department within 30-minutes. Process, release, update and delete all approved SHORTAGE01 orders in IQ02.

New Account set up, Unites States and Canadian accounts. B2B Online Support Information Center, respond to or approve new account applications within 24-48 hours. FM10R- Clear out FM10R accounts in review approved from the B2B New account applications.

Assist customers with website issues through ASM Assisted Sales Module as well as SAP Back Office, i.e. logging in, initiate reset password, Cart ID lookup, User ID lookup, Add/Delete or Edit Users, Unlock user account, pay invoices, etc.

Issue Cherwell IT tickets or Website Submission Form to report failed functionality on beta.crlaurence.com and Tandem.

Dealer Requests – B2B Online Support Information Center. SLA is to respond to Dealer Requests within 24 hours. (when do we change to 2 hours)

Assist PGS or Customer with locating Web Orders in B2B Online Support Information Center or EN69 Web Review.

Advancement to Customer Service Representative Level III - Online Customer Care

All responsibilities in Customer Service Level II - Online Customer Care (sales credits)

EN82 Work Orders Revisions

EN83 First Review release

Convert Work Order to Credit Memos

Convert Repairs to Credit Memos

EN89 High Dollar / VM / Plus 6 months release

Q1C's- Q1 workorders released through Q1 program

BCR - Bankcard CM Refund Review 

BCA - Bankcard Refund Approved 

What CRH Americas 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

About CRH Americas

CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.

C.R. Laurence Co., a CRH company, is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRH family!

CRH Americas is an Affirmative Action and Equal Opportunity Employer.

 EOE/Vet/Disability--If you want to know more, please click on this link. 

C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.