Regional Customer Service Representative

Overview

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.

Responsibilities

Summary:

The Regional CSR serves as a trusted point of contact for assigned regional customers, providing comprehensive order management and relationship support. This role ensures timely resolution of customer issues, proactive communication, and collaboration with internal teams to deliver exceptional service and operational efficiency.

Primary

Job Responsibilities:

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

* Act as primary contact for regional customers, managing orders and ongoing relationship needs
• Own processing customer order issues end-to-end, ensuring timely and accurate resolution
• Ability to make changes or decisions on order priority based on customer requests, while considering ADS interests
• Proactively communicate with customers regarding order delays, changes, or issues
• Collaborate with cross-functional teams to resolve customer concerns effectively
• Maintain accurate records of all customer interactions and adhere to standard operating procedures and business rules
• Flex to support other customers within the zone as needed based on staffing capacity or business demand
• Perform special projects and other duties as assigned

Job

Skills:

This position should possess the following skills/knowledge:

* Strong customer service skills with excellent written and verbal communication.
• Deep understanding of regional customers, products, and business context.
• Problem-solving ability to address inquiries and make informed trade-offs.
• Adaptability to changing workloads and priorities; ability to work independently and remotely.
• Proficiency in systems such as Oracle, Esker, Salesforce.
• Collaborative mindset and ability to work effectively across functions.
• Willingness to travel occasionally for customer or team engagements (as required).
• Flexibility to work beyond 40 hours per week when business needs are required.

KPIs / Performance Metrics:

* On-time in-full (OTIF) and order

* Customer satisfaction and issue resolution

* Queue health and turnaround time across assigned team such as order entry, email/phone inquiries, and credit resolution.

* Attendance, engagement, and teamwork

* Process adherence (SOPs, business rules) and continuous improvement

Preferred Experience:

* At least one year with Advanced Drainage Systems working within the Order Management team or 2+ years' experience in Customer Service that includes responsibility for external customer interactions

Training Requirements:

* Product / Customer:
Regional product codes (stock & MTO), customer standard orders, business context.

* Systems:

Oracle GOP, Esker, Salesforce, C3, Maverick.

* Processes:
End-to-end order process, Apollo business rules, standard operating procedures.

Physical Requirements:

* Primary functions require sufficient physical ability and mobility to work in an office or remote setting, operate office equipment (computer, keyboard, mouse), and verbally communicate to exchange

Company Benefits:

Health & Welfare Benefits:
Medical and prescription drug plans, telemedicine (with medical plan), High-Deductible Health Plan (HDHP) and Health Savings Account (HSA), 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…