Job Description

Job Title: Customer Service

Location: Malvern, PA 19355

Duration: 6+ Months (Extension)

Shift: 8:00 AM – 5:00 PM

Qualifications:

• Bachelor’s degree, associate’s degree with certifications, or 2–4 years of progressive customer service experience
• Excellent communication skills
• Strong interpersonal and relationship management skills
• Prior experience in conflict resolution
• Strong multitasking ability
• Exposure to building products and/or retail industry preferred
• Strong systems aptitude and Microsoft Office skills
• SAP experience required

Order Management:

• Accept, enter, schedule, and maintain orders in SAP
• Use Salesforce and Order Entry Document Manager (OEDM)
• Execute all types of order processing (EDI/Business Connections)
• Verify pricing
• Respond to inquiries related to inventory availability, production schedules, technical questions, products, and policies
• Build efficient truckloads and schedules in coordination with the traffic department
• Verify ship schedules and OEDM accuracy
• Communicate with internal departments regarding credit and pricing
• Expedite hot or special orders as agreed with sales and supervisor
• Perform at a high level in the CAS Learning Path, achieving agreed metrics
• Function across all regions and multiple business groups
• Understand and provide correct Service Advantage direction to customers and Sales Team

Conflict Management:

• Communicate, manage, and resolve customer and sales issues professionally and empathetically
• Address and correct customer service issues and forward to appropriate departments
• Follow up through resolution to ensure customer satisfaction
• Collaborate with cross-functional teams to expedite orders
• Perform backorder coordination and shipping
• Maintain customer records in all software databases
• Communicate order schedule delays in a timely manner
• Manage the Return Material Authorization (RMA) process as per policy and guidelines

Order Management & Customer Service Supply Chain Support:

• Crosstrain within Supply Chain functions to support the Siding Products Group
• Provide coverage during time off and peak periods
• Perform at Learning Path proficient level and as a high performer
• Maintain customer records in all software databases
• Manage RMA process within agreed policy
• Proficient in Salesforce or equivalent systems

Responsibilities:

• Establish strong customer relationships based on trust and responsiveness
• Accurately process customer orders efficiently
• Manage multi-part customer complaints and resolve issues professionally
• Be fully proficient in the Learning Path across all lines of business and regions
• Adhere to customer service policies, procedures, and Service Advantage guidelines
• Analyze and respond to changing situations while considering business impact
• Proactively resolve customer issues and demonstrate ownership
• Deliver relentless customer service
• Willingness to work from home during emergencies (home phone line & internet required)

Skills & Competencies:

• Strong organizational skills
• Concise communication skills
• Team player
• Responsible and reliable
• Influencing skills
• Highly developed interpersonal skills
• Unwavering personal values
• Intermediate Excel and MS Office skills
• Systems aptitude (Salesforce/SAP)
• Ability to multitask at a high level

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