Customer Service Representative I

Position Description

Job Summary

Provide Product or Service Information on Assigned Territory (65%)

Provide service support for assigned territory and sales representatives including: providing price and delivery information, order status, inventory availability, and perform proactive steps as necessary to ensure good service. Receive and process special service requests according to SGA guidelines, policies and procedures. Provide low level product recommendations and technical information to customers under guidance of a Customer Service Representative or Sales.

Leverage Account Information to ensure customer satisfaction & sales growth (25%)

Gather and correlate telemarketing information using established and well defined procedures and under the guidance of both Customer Service Management and Sales.  Participate in broad and varied account assignments requiring originality and ingenuity to improve customer satisfaction.

Other Customer Service Assignments (10% of time) 

Participate in continuous improvement initiatives.  Provide customer feedback to Customer Service Management.  Participate in meetings with territory accounts and sales representatives. Perform other related duties as assigned by management.  Notify Customer Master Group of any account information changes under guidance of Customer Service Representative or Sales.

This position performs a variety of customer service transactions including handling inbound calls and correspondence related to all aspects of service.  The CSR processes orders by utilizing the SGA ERP systems and monitors order activity to ensure accurate and timely delivery of all products.  The incumbent will partner closely with Customer Service Representatives, Sales, Supply Chain personnel, Credit department and other departments as necessary to ensure that all key account sales orders are processed correctly (price, quantity, and shipping) to ensure customer needs are met.  The CSR provides basic product recommendation and technical information to key account customers under guidance of a Customer Service Representative or Sales Representative. 

The position investigates customer/sales representative problems and initiates appropriate action to ensure timely resolution including outbound call to other organizations if necessary.  Customer Service Representative I’s confer with Customer Service Supervisors to determine appropriate actions to handle unusual customer issues they are unable to resolve.

The position interacts with staff in other departments and locations to clarify problems presented by customers and to obtain accurate information to satisfy customer needs. The CSR acts as a liaison between the customer/sales representative and other parts of the organization including communication of special requests, expedites and issues. 

This position conducts follow-up activities as necessary to ensure customer needs have been met.   He/she inputs customer contact data into the contact system in a highly accurate and timely fashion to assure details are available in order to monitor and track customer requests and issues.  The incumbent applies appropriate SGA policies and guidelines in handling expedite, freight or other requests and acquires approval for business judgment regarding requests for services/activities outside of guidelines -  referring those with significant impact on the business to the Customer Service Supervisor for approval.

 


Required Qualifications

  1. College degree or 2+ years of customer service experience preferred
  2. Must demonstrate a working knowledge of Microsoft Outlook.
  3. Must have the ability to interact professionally with both internal and external contacts and a demonstrated ability to work as a member of a team.
  4. Must be reliable and team oriented.
  5. Must be able to multi-task and prioritize internal and external customer expectations.
  6. Must have strong written, oral and interpersonal communication skills and a strong customer service orientation.

Additional Description

Product Groups

  • Bonded Abrasives, stock and made to order
  • Coated Abrasives, stock and made to order
  • Thin Wheels, stock and made to order
  • Super Abrasives, stock and made to order
  • Construction Products, stock

Company Summary

With over 60,000 employees working across 46 countries, Saint-Gobain’s Innovative Materials Sector boasts a unique and profitable portfolio of high-tech and high value-added solutions for housing and construction, mobility, healthcare and industry.

A true technology bridgehead for the Saint-Gobain Group, the Innovative Materials Sector is supported by 3 powerful growth drivers: innovation, co-development and research.

In the field of High Performance Materials, it proposes a comprehensive range of innovative technologies targeting the housing and construction market, transport, industry and healthcare, and combined into four families of materials: ceramics, polymers, abrasives and technical fabrics. Flat Glass is a world leader in manufacturing, processing and selling glass products for the construction and transportation sector (including the automotive industry).

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 I

Location: Stephenville

Posting Date: 08/24/2021

Job Code: 587493

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