Customer Service Representative

Position Description

Job Summary

Customer Service Representative

1st Shift: 8:30am to 5pm

Job Summary

A Customer Service Representative (CSR) provides liaison services between customers and various internal departments. Responsible for managing the quote to invoice process. The CSR acts as a customer contact regarding such matters as pricing, quotations, scheduling, credit issues and shipping. A CSR will work directly with the customer, outside sales team and internal partners to ensure prompt and efficient processing of quote/build order lifecycle. Communicating to all parties anything at risk to help drive a proactive resolution. The CSR ensures all key decision making parties internally respond promptly in order he/she can meet the needs of the customer.  

Essential Functions

SAFETY:  Active participant in site Safety Events including safety stand-down initiatives, monthly meetings, monthly SMATs, and contributing five other targeted safety annual improvements.

ORDER ENTRY:  Owns and manages the accurate entry of customer purchase orders within 24 hours of receipt for a specific subset of customers, including contract review, sales order creation, and sales order acknowledgement to the customer.

ORDER MANAGEMENT:  Owns and manages proactive communication of sales order status for specific site supported customers.  Facilitates the expediting of orders at risk of missing our promise date by initiating communications and scheduling internal and customer meetings.  Proactively identifies orders at risk due to ECN and other HOLDs and escalates awareness to ensure resolution by self or appropriate partners.

QUOTE & PART BUILD SUPPORT:  Facilitates the communication between customer and Customer Development Group to ensure timely response on all RFQs and Part Build requests.  Meets deadlines and provides customer advance notice for parts still at risk.

PROJECTS / INITIATIVES:  Participates in continuous improvement opportunities that eliminate waste and improve customer responsiveness.   Documents processes and participates with others to experience positive change.  (Examples include primarily site-focused initiatives such as Lean Improvement Teams, Site Records Retention Procedure, PO Compliance, Customer Focus Teams, Sample Process.)

Required Qualifications

Key Skill Requirements

  • Punctuality and attendance
  • Written and verbal communication
  • Time management/sense of urgency
  • Conflict management
  • Tenacity
  • Interpersonal
  • Initiative
  • Independent decision making
  • Teamwork
  • Follow-up
  • Basic Microsoft (Excel & Word)
  • Project facilitation

Education Qualifications

  • High School Diploma or equivalent
  • Some college experience (1 to 2 years)

Work Experience Qualifications

  • Customer Service, preferably in manufacturing-Required-1-3 years experience

Practical/Technical Knowledge Qualifications

  • Strong communication skills (Required)
  • Proficiency with Microsoft Office Software (Required)
  • Experience with Customer Relations Management software, ideally SalesForce (Preferred)
  • Experience with Customer Relationship Planning Software, ideally QAD (Preferred)
  • Familiarity with Manufacturing Industry (Preferred)

Company Summary

If you want to reshape the world and discover your greatest potential, Saint-Gobain provides one-of-a-kind opportunities for innovative problem solvers.

We’re one of only two companies in the world that is consistently recognized as both a Top Global Employer and a Top 100 Global Innovator, but Saint-Gobain’s remarkable story and culture of innovation begins with a team of nearly 200,000 creative, diverse, and passionate team members collaborating across the globe. We are committed to our mission to improve lives because, every day, we witness the enormous impact of our efforts on the world around us.

Saint-Gobain’s innovations touch almost every major industry around the world. Within its Life Sciences division, teams are solving critical problems for customers who are getting life-saving medical devices to the frontlines of healthcare, discovering essential medications, and nourishing and connecting the world through consumer, industrial and electronics applications. As one of the world’s leading producers of high-performance polymer products, we improve lives by making simple experiences better and being there in life’s critical moments.

Our team members recognize that we all create the environment for people to succeed, with a culture built on respect, open and honest communication, and honoring our commitments to our customers and each other. And at the heart of our culture, we’ve learned working together makes good ideas, great ones.

With a legacy dating back more than 350 years, Saint-Gobain offers employees the stability and security of a leading Global 500 corporation while operating like multiple small and agile start-ups, where entrepreneurial spirit, pioneering teamwork, and bold, forward-thinking ideas pave new paths.

Every team member is encouraged to develop and leverage their unique expertise and strengths to make the greatest impact on the company and our end users. At Saint-Gobain, you’re empowered and equipped with countless opportunities and resources for professional development. You will find the support you need to create a vision and roadmap for your career, and make that vision a reality.

Invent yourself at Saint-Gobain Life Sciences, and together, we’ll create a better life.

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, 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.

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Customer Service Representative

Location: Taunton

Posting Date: 03/25/2021

Job Code: 585552

Map See yourself here Top employer, global, 2018
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