Job Description
Job Title: Customer Service
Location: Malvern, PA 19355
Duration: 6+ Months (Extension)
Shift: 8:00 AM – 5:00 PM
Qualifications:
- Bachelor’s degree, associate’s degree with certifications, or 2–4 years of progressive customer service experience
- Excellent communication skills
- Strong interpersonal and relationship management skills
- Prior experience in conflict resolution
- Strong multitasking ability
- Exposure to building products and/or retail industry preferred
- Strong systems aptitude and Microsoft Office skills
- SAP experience required
Order Management:
- Accept, enter, schedule, and maintain orders in SAP
- Use Salesforce and Order Entry Document Manager (OEDM)
- Execute all types of order processing (EDI/Business Connections)
- Verify pricing
- Respond to inquiries related to inventory availability, production schedules, technical questions, products, and policies
- Build efficient truckloads and schedules in coordination with the traffic department
- Verify ship schedules and OEDM accuracy
- Communicate with internal departments regarding credit and pricing
- Expedite hot or special orders as agreed with sales and supervisor
- Perform at a high level in the CAS Learning Path, achieving agreed metrics
- Function across all regions and multiple business groups
- Understand and provide correct Service Advantage direction to customers and Sales Team
Conflict Management:
- Communicate, manage, and resolve customer and sales issues professionally and empathetically
- Address and correct customer service issues and forward to appropriate departments
- Follow up through resolution to ensure customer satisfaction
- Collaborate with cross-functional teams to expedite orders
- Perform backorder coordination and shipping
- Maintain customer records in all software databases
- Communicate order schedule delays in a timely manner
- Manage the Return Material Authorization (RMA) process as per policy and guidelines
Order Management & Customer Service Supply Chain Support:
- Crosstrain within Supply Chain functions to support the Siding Products Group
- Provide coverage during time off and peak periods
- Perform at Learning Path proficient level and as a high performer
- Maintain customer records in all software databases
- Manage RMA process within agreed policy
- Proficient in Salesforce or equivalent systems
Responsibilities:
- Establish strong customer relationships based on trust and responsiveness
- Accurately process customer orders efficiently
- Manage multi-part customer complaints and resolve issues professionally
- Be fully proficient in the Learning Path across all lines of business and regions
- Adhere to customer service policies, procedures, and Service Advantage guidelines
- Analyze and respond to changing situations while considering business impact
- Proactively resolve customer issues and demonstrate ownership
- Deliver relentless customer service
- Willingness to work from home during emergencies (home phone line & internet required)
Skills & Competencies:
- Strong organizational skills
- Concise communication skills
- Team player
- Responsible and reliable
- Influencing skills
- Highly developed interpersonal skills
- Unwavering personal values
- Intermediate Excel and MS Office skills
- Systems aptitude (Salesforce/SAP)
- Ability to multitask at a high level
Job Tags
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