Job Description

Title: Customer Service

Location: MALVERN, PA 19355

Duration: 6+ months (Extension)

Shift: 8am – 5pm

Qualifications:

• A combination of formal education such as bachelor’s degree, associate’s 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

Order Management

• Accept, enter, schedule and maintain orders within SAP
• Sales Force
• Order Entry Document Manager (OEDM)
• Understands and executes all types of order processing (EDI/Business Connections)
• Verify pricing
• Respond to inquiries, e.g. inventory availability, production schedule, technical questions, products and policies
• Ability to build efficient truckloads and schedules in coordination with the traffic department
• Verify accurate information on ship schedule/OEDM
• Is a high performer in the CAS Learning Path – achieving agreed upon metrics and demonstrating critical behaviours
• Can function across all regions and in multiple business groups
• Understands and correctly provides direction of the Service Advantage for our customer and Sales Team.
• Communicates, when necessary, with internal departments regarding Credit and Pricing
• Expedites hot or special orders as agreed upon with sales and supervisor

Conflict Management

• Properly communicates, manages and resolves customer and sales issues in a professional and empathetic manner
• Address and correct customer service issues, forward issues to appropriate department, continued follow-up through resolution to ensure overall customer satisfaction
• Collaborate with cross-functional teams to expedite orders
• Perform backorder coordination/shipping
• Maintain customer records within all software databases
• Communicate any schedule delays in customer orders in a timely manner
• Manage the Return Material Authorization (RMA) process within agreed upon policy, ensuring customer satisfaction, while ensuring guidelines and goals are achieved.
• Order Management & Customer Service Supply Chain Support
• Cross train to gain understanding of the functions within Supply Chain to effectively support the overall Siding Products Group.
• Provide coverage for time off, peak periods and perform at the Learning Path proficient level and as a high performer in all aspects of customer service and related cross trained function(s).
• Maintain customer records within all software databases
• Manage the Return Material Authorization (RMA) process within agreed upon policy, ensuring customer satisfaction, while ensuring guidelines and goals are achieved.
• Is proficient in Salesforce or equivalent computer related skillset
• Maintain customer records within all software databases

Responsibilities:

• Under the supervision of the Service Center Supervisor located in Malvern, PA (this is not a remote position) or Manager the Customer Service Temp is accountable for establishing a strong customer relationship based on trust and responsiveness to deliver World Class Service to the incumbents’ customer base.
• The CST will accurately process customer orders in an efficient manner to ensure we exceed our customers’ expectations.
• Additionally, the CST will manage multi-part customer complaints/concerns and be empowered to resolve issues in a timely and professional manner.
• The CST is fully proficient in all aspects of the Learning Path and is knowledgeable across all lines of business and regions.
• The CST will adhere to policies and procedures currently in place and maintain the required level of service to our customers.
• The CST works within the parameters as defined by customer service standards and the Service Advantage guidelines.
• The incumbent must analyse 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.
• Demonstrates relentless customer service
• Flexibility in working hours 7:30am – 6pm with some overtime
• Willingness and ability to work from home during inclement weather or emergency situations – requires home phone line & internet

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