Under the supervision of the Service Center Supervisor located in Malvern, PA (this is a hybrid position), the Customer Account Specialist-2 is accountable for establishing a strong customer relationship based on trust and responsiveness to deliver World Class Service to the incumbents’ customer base. The CAS will accurately process customer orders in an efficient manner to ensure we exceed our customers’ expectations. Additionally, the CAS-2 will manage multi-part customer complaints/concerns and be empowered to resolve issues in a timely and professional manner. The CAS is fully proficient in all aspects of the Learning Path and is knowledgeable across all lines of business and regions. The CAS will adhere to policies and procedures currently in place and maintain the required level of service to our customers. The CAS works within the parameters as defined by CertainTeed customer service standards and the Service Advantage guidelines. The incumbent must analyze and respond to fluctuating situations and conditions in such a manner that not only meets/exceeds the expectations of our customer, but considers the overall impact to the business. Proactively resolves customer problems/issues, exhibiting ownership for our customers.
Essential Functions:
- Order Management: Accept, enter, schedule, maintain, and expedite customer orders in SAP, Salesforce, Order Entry Document Manager (OEDM), EDI, and Business Connections. • Verify pricing, inventory availability, production schedules, ship schedules, and order accuracy. • Respond to inquiries regarding technical questions, products, policies, and Service Advantage direction for customers and the Sales Team. • Build efficient truckloads and schedules in coordination with Traffic and communicate with Credit, Pricing, Sales, and other internal departments. Achieve agreed-upon CAS Learning Path metrics, demonstrate critical behaviors, and support all regions and multiple business groups.
- Conflict Management • Communicate, manage, and resolve customer and sales issues in a professional and empathetic manner. • Address service issues, involve the appropriate department, and follow through to resolution to ensure customer satisfaction. • Collaborate with cross-functional teams to expedite orders, coordinate backorders and shipping, and communicate schedule delays promptly. Maintain customer records in all software databases and manage the Return Material Authorization (RMA) process within policy, guidelines, and goals.
- Order Management & Customer Service Supply Chain Support • Cross-train in Supply Chain functions to effectively support the overall Siding Products Group. • Provide coverage for time off and peak periods, performing at the Learning Path proficient level and as a high performer in customer service and related cross-trained functions. • Maintain customer records in all software databases and manage the RMA process within policy while supporting customer satisfaction, guidelines, and goals. Maintain proficiency in Salesforce or an equivalent computer-related skill set.MINIMUM KNOWLEDGE AND SKILLS REQUIRED
- A combination of formal education such as Bachelor’s Degree, Associates Degree with certifications and/or at least 2-4 years of progressive customer service experience • Excellent communication skills • Excels at interpersonal and relationship management skills • Prior experience with the ability to successfully resolve conflict • Strong ability to multi-task • Some exposure to building products and/or retail industry preferred • Developed systems aptitude and Microsoft Office skills • SAP experience required
PREFERRED OR DESIRED QUALIFICATIONS
- Demonstrates relentless customer service • Flexibility in working hours 7:30am – 6pm with some overtime and occasional weekends • Willingness and ability to work from home during inclement weather or emergency situations – requires home land phone line & internet • Limited travel required - including but not limited to, yearly customer and plant visits • Strong organizational skills • Concise communication skills • Team player • Responsible • Influencing Skills • Highly developed interpersonal skills • Unwavering personal values • Intermediate excel and MS office capability • Systems aptitude i.e. Sales Force/SAP • Ability to multitask at a high levelThrough the responsible development of innovative and sustainable building products, CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North
American brand of exterior and interior building products, including roofing, siding, trim, insulation, drywall and ceilings. A subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada. www.certainteed.comSaint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.
Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state’s Pay Transparency laws to the SGNA HR Compliance team at SGNA_HR_Compliance@saint-gobain.com.• Health and Well-being – Supporting your wellbeing, to thrive in life and work. • Medical, Prescription Drug, Vision, and Dental Insurance • Healthcare Saving Account and Flexible Spending Account options • LiveWell Wellness Program • Employee Assistance Program (EAP) • Paid Time Off and Paid Parental Leave Retirement and Protection - Helping to make the future life you want a reality. • 401(k) with Company Match, Retirement Accumulation Plan (RAP) Cash Balance Pension Plan • Company-provided Life Insurance, AD&D, Short-Term Disability • Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and • Accident Insurance • Additional Benefits – Helping shape the experience and impact you want • Commuter Benefits • Group Legal • Identity Theft Protection • Auto and Home Insurance • Pet Insurance and Discounts • Back-up Child and Elder Care • PerkSpot Employee Discount Program • Volunteer Day