Customer Service Representative

Advanced Drainage Systems is a leading manufacturer of stormwater and onsite septic wastewater solutions, committed to sustainability and innovation. With a vast manufacturing and distribution network, we deliver high-quality products across multiple industries while recycling over half a billion pounds of plastic annually. At ADS, we foster a culture where diverse perspectives drive better ideas, ensuring every employee feels valued, heard, and empowered to make an impact.

Summary:

A Customer Service Representative provides a solution-based service to valued customers with company provided equipment and employee provided connectivity. During hours of operations, the Customer Service Representative is expected to provide dedicated, focused work. A successful individual will be able to multi-task in a fast-paced, demanding, remote work environment while maintaining professionalism and efficiency. This position requires a highly motivated virtual team player with strong self-management who is willing to go above and beyond while demonstrating a proactive, problem-solving mindset.

Primary Job Responsibilities:

The responsibilities of this position include, but are not limited to:

• Promptly processes internal and external customer requests by fax, telephone, mail and/or email, includes but is not limited to:
  • External customer inquiries on products, orders, shipments, etc.
  • Internal customer inquiries from Sales, Freight, Plant, Order Management, etc.
• Reviews order entry in a timely manner, checks orders for accuracy when needed
• Communicates with internal and external team members to help resolve customer concerns; can build effective work relationships, deescalate conflict, and communicate professionally to all stakeholders
• Takes ownership of inquires – utilizes all ADS resources to help find solutions, completes timely and thorough reviews, and proactively follows up with concerned parties
• Advises Order Management leadership of process improvement opportunities and participates in problem solving meetings
• Collaborates with Order Management peers to provide superior customer experiences and shares best practices/lessons learned in team meetings
• Performs other duties as assigned

Job Skills:

This position should possess the following skills/knowledge:

• Effective written/verbal/nonverbal communication – genuinely listens, doesn’t interrupt, refrains from inserting personal opinions when representing others professionally, presents interest or concerns genuinely (seeks to understand, follows through with commitments and follow ups), doesn’t create additional conflict – works to find compromises/solutions
• Analytical, problem-solving mindset – can absorb large amounts of information quickly, understands how to manage competing priorities, can identify gaps/solutions, doesn’t require an SOP for all work activity (able to apply previous experiences to new opportunities)
• High task variation – can work in a fast-paced, remote work environment that requires focused attention to detail and immediate responses to inquiries. Switches often from call to email to meeting without compromising work quality.
• Autonomy – ability to solve majority of inquiries without escalating, can ask others for help, volunteers to help others without being prompted, doesn’t require supervisor to constantly check in
• Trust & Reliability – attendance is important for all positions but especially for a CSR due to regional assignments. Even though position is work remote – this position works consistently and productively throughout the workday. Additionally, if assigned volume of work is low, CSR helps others to manage emails and orders.
• Proficient Computer Skills –
  • Can set up ergonomic and effective workstation independently
  • Windows 10 proficiency - can navigate the screen, familiar with common terms such as maximize, minimize, task bar, system tray; can locate application launcher and search for an application
  • Experience with Google Chrome and Microsoft Edge browsers
  • Experience with Microsoft Outlook, Microsoft Excel, Microsoft Word, Microsoft PowerPoint
  • Can understand, manage, and support their own connectivity to the Internet (Wi-Fi, Router, ISP); is able to have a backup plan in place in case internet outage occurs
  • Can perform basic computer troubleshooting skills for hardware and software

Educational Requirements:

• High School Diploma or GED equivalent

Preferred Experience:

•  2+ years’ experience in Customer Service that includes responsibility for external customer interactions

Health & Welfare Benefits: Medical and prescription drug plans, telemedicine (with medical plan), dental and vision plans, virtual physical therapy*, an employee assistance program (EAP)*, and voluntary accident, critical illness, and hospital indemnification programs.

 Financial Benefits: Retirement 401k program with company match, an employee stock purchase plan (voluntary), financial wellness planning*, paid parental leave*, flexible spending accounts (FSA) for child care and health care, short-term and long-term disability*, basic life insurance, accidental death and dismemberment (AD&D)*, adoption financial reimbursement*, tuition reimbursement*, voluntary life insurance (for employees, spouses, and children), and voluntary identity theft and fraud protection.

*100% paid by ADS.

Growth Opportunities & Global Presence: With a global network of approximately 70 manufacturing plants and 40 distribution centers, ADS offers extensive opportunities for career growth and development in various locations around the world.

Inclusive and Creative Work Culture: ADS fosters a culture of passion, innovation, and continuous improvement, empowering employees to shape industry-leading solutions. We value diverse perspectives, recognizing that they drive better ideas, processes, and performance. Our workplace is built on respect, inclusivity, and shared responsibility, ensuring every team member feels valued and contributes to our collective success.

Innovative & Sustainability Focused: Advanced Drainage Systems is one of the largest plastic recyclers in North America, ensuring over half a billion pounds of plastic is kept out of landfills every year.

Learn More: https://www.adspipe.com/about-us

ADS supports an inclusive workplace that values diversity of thought, experience, and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. ADS is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.