Associated Materials, LLC is transforming to maximize our potential through investments in our people, operations, and brands. We are seeking a Senior Customer Support Specialist to serve as a dedicated Single Point of Contact and strategic partner for assigned customers. In this role, you will build long-term relationships based on trust and proactively own the complete customer journey from onboarding through complex issue resolution, acting as the essential bridge between customer needs and our delivery.
What You'll Do
- Guide customers through 'How to do business with Associated Materials,' including ordering systems, support resources, and escalation paths.
- Conduct regular proactive outbound check-in calls to anticipate needs and strengthen relationships.
- Take full ownership of customer issues from initial contact through resolution, coordinating across Plants, Customer Service, Quality, Logistics, Finance, and Warranty teams.
- Triage and resolve issues independently or coordinate cross-functional resources for complex, multi-department challenges.
- Proactively notify customers and Territory Sales Managers of potential missed shipments or disruptions using exception reports.
- Investigate root causes, and prepare credit memos, debit memos, and return material authorizations (RMAs).
- Maintain current knowledge of product offerings, lead times, pricing, and supply chain developments.
- Provide product technical information and recommend alternative materials or solutions.
- Route sophisticated technical inquiries to divisional personnel while maintaining ownership of customer communication.
- 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 customer feedback to drive product and process enhancements.
- Evaluate current 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 reviews, or resolve complex issues.
What We're Looking For
- 3-5+ years of customer service, account management, or customer-facing operations experience.
- 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).
- Salesforce CRM experience required for case management, account updates, and reporting.
- Strong Microsoft Office skills (Excel for data analysis, Word, Outlook).
Nice to Have
- Manufacturing, distribution, or building materials industry experience strongly preferred.
- Experience supporting high-value accounts, executive stakeholders, or managing complex multi-stakeholder relationships highly desirable.
- Background in a SPOC, account coordinator, customer success operations, or dedicated support role is a plus.
- AS400 or ERP system experience strongly preferred.
Technical Stack
- Salesforce CRM
- AS400 or ERP system
- Microsoft Office (Excel, Word, Outlook)
Associated Materials, LLC is an equal opportunity employer.
