Since 2022, Associated Materials has been undergoing a transformation to maximize our potential through investments in people, operations, and brands.

If you want to be part of a company where your ideas and input are more than just encouraged--they are valued--this is the place for you. At Associated Materials, your contributions will provide an immediate and lasting impact, helping us achieve what is possible.

Position Summary:

The Sr. 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.

As a Sr. Customer Support Specialist, you own the complete customer experience from onboarding through complex issue resolution, serving as the essential bridge between what our customers need and what we deliver. You don't just manage accounts--you become a trusted advisor who understands the specific business context of your assigned customers, anticipates challenges before they escalate, and accelerates solutions through seamless cross-functional coordination. This role requires a strategic mindset, exceptional problem-solving skills, and the ability to operate with executive-level professionalism while managing high-impact, time-sensitive situations.

Key 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
Using exception reports and system monitoring tools, 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

Qualifications Required:

3-5+ years of customer service, account management, or customer-facing operations experience required
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
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 (case management, account updates, reporting)
AS400 or ERP system experience strongly preferred
Strong Microsoft Office skills (Excel for data analysis, Word, Outlook)

About Associated Materials:

Associated Materials is a leader in exterior building products for residential and commercial remodeling and new construction markets. We produce vinyl windows, vinyl and composite siding and accessories, and metal building products--and distribute other essential building products to ensure customers find everything they need for their exterior.

Headquartered in Cuyahoga Falls, Ohio, more than 4,000 associates across North America support Associated Materials. We operate 11 manufacturing facilities and more than 100 supply centers across the United States and Canada. Through our unique combination of award-winning products, manufacturing and distribution operations, installation solutions, and support services, the opportunities at Associated Materials are endless!

Qualifications

$65,000 - $75,000

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Senior Customer Support Specialist

Job Description