Customer Service Representative II
CertainTeed 83 reviews - Valley Forge, PA

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Through innovation and creative product design, CertainTeed has helped shape the building products industry for more than 100 years. Founded in 1904 as General Roofing Manufacturing Company, the firm made its slogan "Quality Made Certain, Satisfaction Guaranteed," which quickly inspired the name CertainTeed. Today, CertainTeed® is North America's leading brand of exterior and interior building products, including roofing, siding, fence, decking, railing, trim, foundations, pipe, insulation, gypsum, ceilings and access covers.

Headquartered in Valley Forge, Pa., CertainTeed and its affiliates have more than 6,000 employees and more than 65 manufacturing facilities throughout the United States and Canada.
Job Responsibilities : General Function:
Under the supervision of the Call Center Supervisor or Service Lead, the CSR-2 is accountable for establishing a strong customer relationship - based on trust and responsiveness. The CSR will accurately process customer orders in an efficient manner to ensure customer demands are met, manage customer complaints and issues and be empowered to resolve issues in a timely and professional manner. The CSR-2 is proficient in all aspects of the Learning Path and is a high performer in some but not all categories.

Duties/Responsibilities:
Order Management (60%)
-Accept, enter, schedule and maintain orders
-Understand and executes all types of order processes (EDI, fax-to-EDI, web-to-EDI)
-Verify pricing
-Respond to inquiries, e.g. inventory availability, production schedule, technical questions, products and policies
-Coordinate with traffic to build efficient loads and schedules
-Verify truck weights to ensure no fines, penalties or delays
-Is proficient in all aspects of the CSR Learning Path and a high performer in some - achieving agreed upon metrics and demonstrating critical behaviors
-Can function in more than one region and multiple business groups
-Understands and correctly interprets Service Advantage for customer and sales team, including all retail customer contracts and requirements
-Credit checking
-Expedites hot or special orders as agreed upon with sales and supervisor

Conflict Management (30%)
-Properly accepts, logs, manages and resolves customer and sales issues in a professional and empathetic manner
-Address and correct customer service issues, forward issues to appropriate department , and conduct follow-ups to ensure overall customer satisfaction
-Collaborate with cross-functional teams to expedite orders
-Perform backorder coordination/shipping
-Maintain customer records
-Communicate any variations or schedule delays in customer orders in a timely manner
-Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.

Logistics Support (10%):
-Cross train into one or more logistics functions to support the overall supply chain operation.
oTraffic planner, VMI processing, plant production scheduling, supply chain report generation
-Provide coverage for time off, peak periods and perform at the Learning Path proficient level and as a high performer in some but not all categories.
-Supports BPCS system testing and can process orders from order acceptance to invoicing without management support.
-Maintains strong lines of communication with shipping plants and traffic to ensure seamless order processing and execution on standard and special/hot orders.

Problem Solving:
The CSR - 2 works within the parameters as defined by CertainTeed standards for customer service and within the guidelines of the Service Advantage. They must analyze and respond to varying situations and conditions in such a manner that the customer will be satisfied with the end results - proactively resolving customer problems, exhibiting ownership for our customers. The CSR has some latitude in resolving customer and sales issues but refers decisions of large financial magnitude to the Service Lead for their area.
The CSR 2 can resolve moderately complex issues without management intervention.

Knowledge:
•Some formal education such as Associates degree or certifications or at least 3-5 years of practical customer service experience
•Excellent communication skills
•Strong interpersonal and relationship management skills
•Experience and comfortable in conflict resolution
•Ability to multi-task
•Some exposure to building products or retail industry is helpful
•Good systems aptitude and solid PC/keyboarding skills
•Strong basic math skills
Comments:
1. Demonstrates a passion for service
2. Flexibility in working hours 7:30 am - 6 pm and occasional overtime
3. Willingness and ability to work from home - will work from home 1-2 days per month and as necessary during inclement weather or emergency situations
4. Ability to travel
5. Organizational skills
6. Communication skills
7. Team player
8. Responsible
9. Persuader
10. Influencing Skills
11. "People" skills
12. High personal values
13. Microsoft excel and word or other demonstrated systems aptitude
Post Type :
Job Responsibilities:
Job Responsibilities : General Function:
Under the supervision of the Call Center Supervisor or Service Lead, the CSR-2 is accountable for establishing a strong customer relationship - based on trust and responsiveness. The CSR will accurately process customer orders in an efficient manner to ensure customer demands are met, manage customer complaints and issues and be empowered to resolve issues in a timely and professional manner. The CSR-2 is proficient in all aspects of the Learning Path and is a high performer in some but not all categories.
Duties/Responsibilities:
Order Management (60%)
-Accept, enter, schedule and maintain orders
-Understand and executes all types of order processes (EDI, fax-to-EDI, web-to-EDI)
-Verify pricing
-Respond to inquiries, e.g. inventory availability, production schedule, technical questions, products and policies
-Coordinate with traffic to build efficient loads and schedules
-Verify truck weights to ensure no fines, penalties or delays
-Is proficient in all aspects of the CSR Learning Path and a high performer in some - achieving agreed upon metrics and demonstrating critical behaviors
-Can function in more than one region and multiple business groups
-Understands and correctly interprets Service Advantage for customer and sales team, including all retail customer contracts and requirements
-Credit checking
-Expedites hot or special orders as agreed upon with sales and supervisor
Conflict Management (30%)
-Properly accepts, logs, manages and resolves customer and sales issues in a professional and empathetic manner
-Address and correct customer service issues, forward issues to appropriate department , and conduct follow-ups to ensure overall customer satisfaction
-Collaborate with cross-functional teams to expedite orders
-Perform backorder coordination/shipping
-Maintain customer records
-Communicate any variations or schedule delays in customer orders in a timely manner
-Manage the Return Material process within agreed upon policy parameters, ensuring customer satisfaction, while guidelines are achieved.
Logistics Support (10%):
-Cross train into one or more logistics functions to support the overall supply chain operation.
oTraffic planner, VMI processing, plant production scheduling, supply chain report generation
-Provide coverage for time off, peak periods and perform at the Learning Path proficient level and as a high performer in some but not all categories.
-Supports BPCS system testing and can process orders from order acceptance to invoicing without management support.
-Maintains strong lines of communication with shipping plants and traffic to ensure seamless order processing and execution on standard and special/hot orders.
Problem Solving:
The CSR - 2 works within the parameters as defined by CertainTeed standards for customer service and within the guidelines of the Service Advantage. They must analyze and respond to varying situations and conditions in such a manner that the customer will be satisfied with the end results - proactively resolving customer problems, exhibiting ownership for our customers. The CSR has some latitude in resolving customer and sales issues but refers decisions of large financial magnitude to the Service Lead for their area.
The CSR 2 can resolve moderately complex issues without management intervention.

About this company
83 reviews
There's no uncertainty about CertainTeed's business. A subsidiary of French industrial giant Compagnie de Saint-Gobain,...