Technical Service Rep (Tsr)

Technical Sales Representative

About MTL Holdings

MTL Holdings is the parent company of Citadel Architectural Products, Hickman Edge Systems, and Metal-Era, LLC. Together, the three brands boast the broadest portfolio of tested roofing and building envelope perimeter securement solutions on the market. A top workplace four years running, we believe employees who align with our core values and company culture will be the happiest, most productive employees. Our goal is to provide an excellent working environment and culture where employees can thrive, grow, and contribute at a high level.

Company culture is important, and we know it! We strive to make work as relaxed, fun, and rewarding as possible at Metal-Era – all while providing the best for our customers.

Your Role

Our Technical Sales Reps are a vital part of our Customer Service Team, which provides exceptional customer service to our inbound customer, vendor, partner, and contractor clients.

TSR's respond to incoming customer inquiries by analyzing architectural and shop drawings against customer-provided specifications and other construction documents to determine the appropriate selection of Metal-Era products to prepare pricing quotes and product estimates. They are also assigned to manage specific Customer Accounts, with responsibilities including providing pricing, completing print approvals, obtaining approvals and purchase orders, assisting in the processing of orders, communicating and partnering with Engineering, Production, Sales, Service, and Shipping departments in the best interest of strengthening customer relationships with Metal-Era.

Essential Duties and Responsibilities

• Deliver an exceptional level of service in every interaction to our external and internal Customers.
• Be responsive and professional in answering incoming Customer telephone calls and/or messages.
• Establish and maintain positive business relationships with customers to ensure the highest level of Customer satisfaction.
• Be an expert in the Metal-Era product lines; a trusted resource and advisor for our customers who provides technical expertise, specification knowledge, pricing, and customer-centric solutions.
• Accurately determine material and product costs for Customer price quotes, based on your review of specific project requirements and/or plans.
• Review and coordinate drawings and approvals for proposals and job submittals.
• Master the quoting and the quote management system: reviewing and creating quotes in an accurate and timely manner. Fully understand the impact and source of processing errors and non-conformance issues, and take ownership of errors and immediately work to disclose and correct them.
• Effectively and professionally address and resolve Customer inquiries, problems, concerns and complaints regarding Metal-Era products and services.
• Communicate effectively with all personnel in Engineering, Production, Shipping, Sales, and Customer Service departments regarding specific Customer Account needs.
• Demonstrate the ability to solve problems in a professional, up-front and transparent manner.
• Provide support to teammates as requested, including assisting other CSRs and TSRs, problem resolution, or other inter-departmental issues.
• Demonstrate a willingness to work with others through open, honest, and supportive communication.

Minimum Requirements & Qualifications

• A high-school diploma, and at least 2+ years’ experience in customer-interacting or customer-facing roles is required, or an equivalent combination of education and experience.
• Excellent interpersonal and communication skills; including the ability to effectively communicate verbally and in-writing with Customers, and at all levels of the organization.
• Strong computing skills, including proficiency in Microsoft Outlook, Word, Excel, and Adobe.
• Basic proficiency using office hardware including computers, laptops, printers, and fax machines.
• High attention to detail.
• Strong mathematical skills.
• The ability to read and interpret Architectural Drawings and specifications.
• Demonstrated ability to problem-solve in standardized scenarios involving several concrete variables.
• Strong “customer first” mindset, and well-developed customer service skills.
• Proven ability to effectively resolve conflicts and/or problems in a professional manner.

Preferred Qualifications:

• A certificate program or two-year degree involving Mathematics, Engineering, Architectural Drafting, Construction Technology is strongly preferred, but not required
• Experience in a metal fabrication, construction, or roofing industry.
• Previous experience working in a customer service role.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Application Question(s):

• Do you have previous experience preparing quotes or estimates?
• Have you ever worked within the manufacturing industry?

Education:

• High school or equivalent (Preferred)

Experience:

• Blueprint reading: 2 years (Preferred)
• Customer Service: 2 years (Preferred)

Work Location: Hybrid remote in Waukesha, WI 53188