Join the Duro-Last team, a brand of Amrize Building Envelope and the world’s largest manufacturer of custom-fabricated commercial roofing solutions. 

Were seeking a Customer Service Representative I who's ready to be part of an innovative, people-first brand shaping the future of the roofing industry.

Job Title: Customer Service Representative I   |   Req ID: 15123   |   HR Contact: Sheena WATSON   |   Location: Building Envelope - Ludlow, MA, Duro-Last Massachusetts

ABOUT THE ROLE

We’re looking for a Customer Service Representative I to join our team and help deliver an exceptional experience for our customers. In this role, you’ll support the full order lifecycle - entering orders, resolving issues, coordinating with internal teams, and ensuring customers receive accurate, timely information. Your ability to problem-solve, stay organized, and communicate clearly will make you a trusted partner to our customers and teammates.

WHAT YOU'LL ACCOMPLISH

Order Entry & Customer Support (60%)

• Receive and enter customer orders via phone, email, fax, and web.
• Support order entry for DL, EM Standard, and Duro-Guard product lines.
• Ensure orders are accurate, complete, and aligned with product specifications.
• Identify and correct incomplete or inaccurate customer submissions.
• Navigate all required systems with confidence.
• Understand product capabilities, shipping methods, manufacturing processes, and inventory locations.
• Collaborate with related departments as needed during the ordering process.

Customer Issue Resolution (30%)

• Assist customers with shipping questions, returns, credits, order changes, and general service needs.
• Investigate concerns across required systems and determine appropriate solutions.
• Escalate issues or pricing exceptions when needed.
• Process credits/returns up to $500 without approval.
• Coordinate with internal teams such as Warranty, Inventory, Shipping, Production, and Accounting.
• Follow up with outside vendors to ensure timely resolution.

OEM Order Support (5%)

• Enter standard OEM orders and prepare basic quotes.
• Apply general knowledge of OEM customer needs and calculate required materials.

Additional Responsibilities (5%)

• Provide support for other customer service functions including CSA duties, switchboard coverage, gatekeeping, and out-of-stock notifications.
• Perform other tasks assigned by management.
• Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas. Promote a culture of safety and exhibit these behaviors.

WHAT WE’RE LOOKING FOR

Education: Bachelor’s Degree

Required Work Experience: 1–2 years of customer service experience (required)

• Strong written and verbal communication skills
• Ability to remain calm and professional in challenging customer interactions
• Comfortable navigating multiple computer programs
• Strong attention to detail and accuracy
• Solid math skills
• Ability to evaluate information, problem-solve, and recommend solutions
• Positive, team-oriented attitude with the ability to handle multiple tasks at once

Additional Requirements:

• Successful candidates must adhere to all safety protocols and proper use of Amrize approved Personal Protection Equipment ("PPE"), including but not limited to respirators. Employees that are required to wear respirators must be clean shaven where the respirator seal meets the face in order to pass the qualitative and quantitative fit test.

WHAT WE OFFER

• Competitive salary
• Retirement Savings: Choose from 401(k) pre-tax and/or Roth after-tax savings
• Medical, Dental, Disability and Life Insurance  
• Holistic Health & Well-being programs
• Health Savings Accounts (HSAs) & Flexible Spending Accounts (FSAs) for health and dependent care
• Vision and other Voluntary benefits and discounts
• Paid time off & paid holidays
• Paid Parental Leave (maternity & paternity)
• Educational Assistance Program
• Dress for your day

#DURO-LAST

#AMRIND

Amrize is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.