Customer Account Specialist II

Under the supervision of the Service Center Supervisor located in Malvern, PA (this is not a remote position) or Manager, the Customer Account Specialist-2 is accountable for establishing a strong customer relationship based on trust and responsiveness to deliver World Class Service to the incumbents' customer base. The CAS will accurately process customer orders in an efficient manner to ensure we exceed our customers' expectations. Additionally, the CAS-2 will manage multi-part customer complaints/concerns and be empowered to resolve issues in a timely and professional manner. The CAS is fully proficient in all aspects of the Learning Path and is knowledgeable across all lines of business and regions. The CAS will adhere to policies and procedures currently in place and maintain the required level of service to our customers.

The CAS works within the parameters as defined by CertainTeed customer service standards and the Service Advantage guidelines. The incumbent must analyze and respond to fluctuating situations and conditions in such a manner that not only meets/exceeds the expectations of our customers, but also considers the overall impact on the business. Proactively resolves customer problems/issues, exhibiting ownership for our customers.

Essential Functions:

• Accept, enter, schedule, and maintain orders within SAP
• Order Entry Document Manager (OEDM)
• Understands and executes all types of order processing (EDI/Business Connections)
• Verify pricing
• Respond to inquiries, e.g., inventory availability, production schedule, technical questions, products, and policies
• Ability to build efficient truckloads and schedules in coordination with the traffic department
• Is a high performer in the CAS Learning Path - achieving agreed-upon metrics and demonstrating critical behaviors
• Can function across all regions and in multiple business groups
• Understands and correctly provides direction of the Service Advantage for our customers and Sales Team.
• Expedites hot or special orders as agreed upon with sales and supervisor
• Properly communicates, manages, and resolves customer and sales issues in a professional and empathetic manner
• Address and correct customer service issues, forward issues to the appropriate department, and continue follow-up through resolution to ensure overall customer satisfaction
• Communicate any schedule delays in customer orders in a timely manner
• Manage the Return Material Authorization (RMA) process within the agreed-upon policy, ensuring customer satisfaction, while ensuring guidelines and goals are achieved.
• Cross-train to gain understanding of the functions within the Supply Chain to effectively support the overall Siding Products Group.
• Provide coverage for time off, peak periods, and perform at the Learning Path proficient level and as a high performer in all aspects of customer service and related cross-trained function(s).
• Maintain customer records within all software databases
• Manage the Return Material Authorization (RMA) process within the agreed-upon policy, ensuring customer satisfaction, while ensuring guidelines and goals are achieved.
• Other duties as assigned

• 2+ years of progressive customer service experience
• SAP experience required
• Prior experience with the ability to successfully resolve conflicts
• Some exposure to building products and/or the retail industry preferred
• Associate's Degree preferred
• Flexibility in working hours 7:30am - 6:00pm with some overtime and occasional weekends preferred
• Willingness and ability to work from home during inclement weather or emergency situations preferred

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

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.

At Saint-Gobain/CertainTeed, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our productsmake the world a more beautiful, safer, and sustainable home.

Being a worldwide leader in light and sustainable construction, Saint-Gobain/CertainTeed designs, manufactures, and distributes materials and services for the construction and industrial markets. Its integrated solutions for the renovation of public and private buildings, light construction, and the decarbonization of construction and industry are developed through a continuous innovation process and provide sustainability and performance. The Group's commitment is guided by its purpose,"Makingthe World a Better Home."