Senior Process Specialist Customer Experience

Position Description

Job Summary

The Sr. Process Specialist, Customer Experience is a customer oriented individual with technical knowledge of our products and processes with the ability to excel at working cross functionally and across all levels of the organization. The incumbent will be tasked with gaining insight and intelligence for our business and analyzing key customer feedback. In collaboration with the Customer Experience Manager, the Customer Care Site Supervisors, MarCom, Sales, and Marketing the incumbent will also be tasked with enhancing the customer experience by improving the customer service and sales support processes, including introducing, implementing, and improving the use of digital tools. This position is the primary point of contact for all data, process, and management of access for the Tape Solutions Salesforce application. The collaboration of all Salesforce related training and development initiatives will be managed by this role. This position is focused on North America, and provides support as needed to the European sites within Tape Solutions, and will report directly to the Customer Experience Manager.

Required Qualifications

Education & Work Experience

  • Bachelor's Degree required in Engineering, Business or related field
  • Technical apllication & product knowledge - 3+ years experience required
  • Direct customer contact and communication - 3+ years experience required
  • Business Process Optimization, documentation & training - 2-4 years experience required
  • Project Management - 1-3 years experience preferred

Practical & Technical Knowledge 

  • Excellent communication, presentation & organizational skills required
  • Ability to interface across functions & ability to lead multifunctional team activity required
  • Capability to work autonomously, assertiveness, and the ability to be a self-starter required
  • Exceptional project managment skills with the ability to balance multiple projects required
  • Knowledge of Salesforce Customer Relationship Management (CRM) Software required
  • Working knowledge or ERP systems, i.e., SAP, QAD preferred
  • Exceptional knowledge in software such as Visio, Microsoft Project and other project managment tools preferred
  • Understanding of WCM, 5S, Lean terminology & tools preferred

Company Summary

Saint-Gobain’s innovations touch almost every major industry around the world, Composite Systems is comprised of three business units including Films & Fabrics, Tape Solutions and Thin Films. Our ambition is to provide innovative solutions that combine material science, processing technology and design to save energy, provide protection, improve comfort, and give peace-of-mind to our customers. Our unique performance is delivered by passionate people, empowered to collaborate closely with our customers and solve their toughest challenges. 

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 Composites, and together, let’s protect what matters most!


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.

Apply Now

Senior Process Specialist Customer Experience

Location: Hoosick Falls

Posting Date: 08/10/2021

Job Code: 587206

Map See yourself here Top employer, global, 2018
Apply Now