Customer Service Representative

For decades, Burrow’s has been contributing its post-frame knowledge and expertise to building communities. Our building materials and partnerships continue to enrich the lives of those who work with us. Since our founding as post-frame builders in 1984, we have gained a deep understanding of the importance of accurate and reliable building material supplies. As we evolved from a successful post-frame builder to a leading post-frame materials supplier, we kept our focus on providing quality products and training for independent builders.

As a Customer Service Representative (Account Management), you will be responsible for managing a portfolio of accounts, ensuring the highest level of service, and driving business growth through strong relationships and proactive account management. Your responsibilities will include handling customer inquiries, processing orders, providing quotes, managing collections, and identifying opportunities for account growth. You will be the primary point of contact for your accounts, and you will work closely with various departments to ensure timely and accurate service delivery.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions

Account Management

• Serve as the main point of contact for assigned customer accounts, providing exceptional service and support.
• Develop and maintain long-term relationships with clients to increase satisfaction and business retention.
• Identify opportunities for account growth and collaborate with clients to develop strategies that align with their needs.
• Ensure accounts are up to date with accurate contact information, order history, and other relevant data.

Order Processing & Quotes

• Process customer orders efficiently, ensuring accurate product selection, pricing, and delivery timelines.
• Provide timely and accurate quotes for customers, ensuring all details are clearly communicated.
• Work with the sales and operations teams to ensure seamless order fulfillment and timely delivery.
• Assist with Smart Build Quotes and Orders for customers.

Payment Collection & Account Reconciliation

• Monitor customer accounts for outstanding payments and follow up as necessary to collect overdue balances.
• Maintain accurate records of all payment transactions and escalate unresolved payment issues to management.
• Collaborate with the Manager of Customer Experience to reconcile accounts and ensure timely resolution of any billing discrepancies.

Problem Resolution & Customer Support

• Address and resolve customer inquiries, issues, and complaints promptly, ensuring customer satisfaction.
• Work with internal teams to troubleshoot product or service-related concerns, providing solutions in a timely manner.
• Continuously gather customer feedback to improve service quality and identify opportunities for business improvement.

Sales Support & Business Growth

• Proactively identify upsell and cross-sell opportunities within existing accounts to expand business and meet sales targets.
• Support sales team initiatives by providing insights and recommendations for improving customer relationships and account performance.

Reporting & Documentation

• Maintain accurate and up-to-date records of all customer interactions, orders, payments, and correspondence.
• Provide regular updates and reports to management regarding account status, payments, and growth opportunities

Qualifications

• High school diploma or equivalent and a minimum 2 years of experience in customer service or office environment
• Basic construction knowledge and/or previous building estimating/design experience preferred
• Must pass a Pre-Employment drug screening
• Proficient with Microsoft Office, including Outlook email, Word, and Excel
• Must be able to follow instructions and respond well to management directions.
• Must be friendly and courteous with good customer service skills.
• Good attendance and punctuality.
• Ability to work well with others.
• Good communication skills.
• Superior multitasking abilities.

Benefits

• Excellent medical/dental/prescription coverage
• Life Insurance
• Paid holidays
• Paid vacation
• Paid leave
• 401K Opportunity
• ESOP Retirement Program which makes you an owner of the company

Burrow's Complete Post-Frame Solutions is an Equal Opportunity Employer and Drug-Free Workplace