Customer Account Specialist

Position Description

Job Summary

Under the supervision of the Customer Service Team Leader, the Customer Account Specialist is accountable for establishing a strong customer relationship based on trust and responsiveness to deliver World Class Service to the specialist’s customer base. As a Customer Account Specialist, you are a master of accuracy and proficiency, especially when it comes to processing customer orders. Additionally, you will be empowered to resolve multi-part customer complaints/concerns in a timely and professional manner. You will maintain a high level of service to our customers by being proactive and exhibiting ownership for the customers. Cross-knowledge of business lines and regions, along with the ability to analyze and respond to fluctuating situations and conditions, will be the keys to your success in this role.

Responsibilities:

  • Perform data input in an accurate and timely fashion on all contacts with both external and internal customers. Review all open documentation to minimize errors. Process requests in an efficient and expedient manner.
  • Develop knowledge of company service, products, and procedures.
  • Protect the integrity of the company by presenting a positive and professional attitude
  • Assist co-workers as needed to meet goals and ensure smooth operation of the department
  • Develop ability to handle multiple assignments and responsibilities simultaneously. Possess the ability to listen while accessing screens and information, and speaking to customer while processing data.
  • Exhibit professional telephone manner, competence, resourcefulness, good communication and computer literacy.
  • Continually advise Customer Service Management of significant issues or problems encountered.
  • Utilize problem-solving and decision making skills with assistance to accurately identify customer’s needs and implement correct procedures to solve the problem in a timely manner.
  • Interface with interdepartmental and cross functional personnel in solving day-to-day problems and to collect information which aids in decision making.
  • Customer advocate

Travel may be required as business needs dictate, requiring the use of airplanes and rental cars.


Required Qualifications

  • A combination of formal education such as Bachelor’s Degree, Associates 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
  • Hands on experience with order entry and inventory systems are a plus.
  • Developed systems aptitude and Microsoft Office skills
  • Flexibility in working hours 7:30am – 6pm with some overtime and occasional weekends. Willingness and ability to work from home during inclement weather or emergency situations – requires home land phone line & internet. Ability to work occasional overtime is a must.
  • Strong organizational skills.

Company Summary

Through the responsible development of innovative and sustainable building products, CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, fence, decking, railing, trim, insulation, drywall and ceilings.

A subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada. www.certainteed.com


Legal Statement

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.

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Customer Account Specialist

Location: Malvern

Posting Date: 10/04/2021

Job Code: 588014

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