Customer Service Specialist

Position Description

Job Summary

Are you ready to join Saint-Gobain in fulfilling its purpose of making the world a better home? If you are energetic, conscientious, customer obsessed, and enjoy working in a dynamic environment, submit your resume and application to be considered for this exciting opportunity!

As a Customer Service Specialist, you will fill a critical role in improving customer satisfaction and the overall customer experience for Saint-Gobain’s Specialty Grains and Powders customers. The Customer Service Specialist will perform critical tasks and manage their workload in order to meet customer expectations and established timelines. The individual is responsible for managing and improving the administrative tasks in the Customer Service Department. This position requires great attention to detail, excellent time management and strong communication skills.

Essential Duties and Responsibilities

  • Process, review, and send customer invoices ensuring accuracy
  • Issue approved credits, rebills, and debit memos for all plants; code credits to report on monthly
  • Manage order acknowledgment process sending to customers and CSRs timely
  • Administer the process for updating or creating new customers managing master data in accordance with department rules
  • Process monthly commission reports and submit for approval/payment
  • Publish monthly updated exchange rates from EXACT
  • Monitor Customer Experience Department general email box and 800 line; forward emails, process sales leads, and respond to messages accordingly
  • Manage Salesforce leads assigned to customer service providing customers with requested information or reassigning the sales lead to the appropriate individual
  • Administer monthly metrics reports in various systems and distribute timely
  • Actively provide feedback for department/process improvements
  • Provide back-up support to CSRs and manager as needed
  • Complete special projects as assigned

Required Qualifications

The ideal candidate will have the following skills and experience:

  • Strong organizational, prioritization, and time management skills.
  • Be an effective communicator via email, verbal, and in presentation of information
  • A demonstrated ability to multi-task, prioritize and manage time effectively in a fast-paced, changing environment with minimal supervision
  • A professional demeanor, be reliable, personable, trustworthy and a team player
  • A high sense of urgency in order to meet deadlines
  • Excellent computer skills required: Microsoft Office 365, ERP system, Salesforce experience is a plus
  • Minimum of 3 years’ customer service experience required

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).

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 Service Specialist

Location: Worcester, Massachusetts

Posting Date: 10/06/2021

Job Code: 588056

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