<p>Why do we need you ?</p> <p>Under the supervision of the Customer Service Supervisor, the Customer Account Specialist is accountable for establishing a strong customer relationship based on trust and responsiveness to deliver World Class Service to the specialist's customer base. As a Customer Account Specialist, you are a master of accuracy and proficiency, especially when it comes to processing customer orders. Additionally, you will be empowered to resolve multi-part customer complaints/concerns in a timely and professional manner. You will maintain a high level of service to our customers by being proactive and exhibiting ownership for the customers. Cross-knowledge of business lines and regions, along with the ability to analyze and respond to fluctuating situations and conditions, will be the keys to your success in this role.</p> <ul> <li>As a Customer Account Specialist, you will handle sales order entry, order accuracy, case entry, and backup for territories both within and outside the region. You will also train new hires and apply intermediate skills and system expertise. </li><li>Process customer sales orders in accordance with published product lead times, ensuring accurate and timely delivery of product from multiple product lines across several plant locations. </li><li>Perform data input in an accurate and timely fashion on all contacts with both external and internal customers. Review all open documentation to minimize errors. Process requests in an efficient and expedient manner. </li><li>Maintain constant contact with customers, sales representatives, Credit department, Logistics and suppliers regarding information on scheduled shipments, product availability and credit status. </li><li>Properly escalates the most complex issues to appropriate personnel, and tracks issues through to completion ensuring necessary follow-through on all open items. </li><li>Utilize SAP and Salesforce.com to process sales orders and track customer satisfaction cases. </li><li>Document all service-related issues in the Salesforce reporting database and log all calls correctly. </li><li>Develop knowledge of company service, products, and procedures. </li><li>Protect the integrity of the company by presenting a positive and professional attitude </li><li>Assist co-workers as needed to meet goals and ensure smooth operation of the department </li><li>Develop ability to handle multiple assignments and responsibilities simultaneously. </li><li>Possess the ability to listen while accessing screens and information and speaking to customer while processing data. </li><li>Exhibit professional telephone and email manner, competence, resourcefulness, good communication and computer literacy. </li><li>Continually advise Customer Service Management of significant issues or problems encountered. </li><li>Utilize problem-solving and decision-making skills with assistance to accurately identify customer's needs and implement correct procedures to solve the problem in a timely manner. </li><li>Interface with interdepartmental and cross functional personnel in solving day-to-day problems and to collect information which aids in decision making. </li><li>Must be a customer advocate. </li><li>Ability to work overtime as needed. </li></ul> <p>Is this job for you ?</p> <p>Associates/Bachelors degree or 2-4 years of related experience in Supply Chain, Customer Service or Logistics.</p> <ul> <li>A desire to learn new systems, products, and processes. </li><li>Excellent communication, interpersonal and relationship management skills </li><li>Exhibit adaptability and very strong problem solving and decision making skills. </li><li>Requires proficiency with Microsoft Office Suite and experience with ERP systems such as SAP. </li><li>Experience with Salesforce preferred. </li><li>Hands-on experience with order entry and inventory systems are a plus. </li></ul> <p>A little more about us</p> <p>Through 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, fence, decking, railing, trim, insulation, drywall, and ceilings.</p> <p>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.com</p> <p>Legal Statement</p> <p>Saint-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.</p> <p>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.</p> <p>Benefits in joining us</p> <p>Employees have the flexibility to choose the benefits that best fit their individual needs:</p> <p>Health and Wellbeing - Supporting your wellbeing, to thrive in life and work</p> <ul> <li>Medical, Prescription Drug, Vision, and Dental Insurance </li><li>Healthcare Savings Account and Flexible Spending Account options </li><li>LiveWell Wellness Program </li><li>Employee Assistance Program (EAP) </li><li>Paid Time Off and Paid Parental Leave </li></ul> <p>Retirement and Protection - Helping to make the future life you want a reality</p> <ul> <li>401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan </li><li>Company-provided Life Insurance, AD&D, Short-Term Disability </li><li>Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness, and Accident Insurance </li></ul> <p>Additional Benefits - Helping shape the experience and impact you want</p> <ul> <li>Group Legal </li><li>Identity Theft Protection </li><li>Auto and Home Insurance </li><li>Pet Insurance and Discounts </li><li>Back-up Child & Elder Care </li><li>PerkSpot Employee Discount Program </li></ul>