Customer Care Improvement Specialist

Elevate is committed to providing the highest quality commercial roofing, wall and lining systems to solve our customers' challenges, grounded by a 45-year legacy of proven experience. Our mission is to deliver solutions that save time, perform reliably and protect our communities. We are devoted to building partnerships rooted in trust in reflection of our Elevate promise that Nobody Covers You Better.

Elevate is part of the Amrize family of brands. Visit ElevateCommercialBP.com to learn more.

We're seeking a Customer Care Improvement Specialist who's ready to be part of a people-first company offering best-in-class products, exceptional training, and deep industry pride-all built to help our partners and team succeed.

ABOUT THE ROLE

The Customer Care Specialist will manage all aspects of the Order-to-Cash process/Customer Order Management. The Specialist will support goals and objectives to ensure operational excellence. The Customer experience is critical for sustainable growth to effectively meet our business goals. The Specialist will work closely with all Teams throughout the Supply Chain; E2E as well as collaborating with our external Sales organization and partners and directly engage customers. The Customer Care Improvement Specialist will closely manage daily orders proactively; responsible for continuous improvement for customer satisfaction, exceeding our customers expectations.

WHAT YOULL ACCOMPLISH

• The Specialist will focus on problem-solving utilizing analysis, and root-cause problem-solving skills, and work cross-functionally to identify opportunities for continuous improvement of procedures, processes, and practices with coordinated efforts with all teams, internally and externally.
• Utilizing professional expertise, the Specialist will administer company policies and procedures to resolve a variety of issues.
• Effective and proactive communication is essential to respond urgently to the Customer experience.
• The Specialist will work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.

The resolution requires judgment within defined procedures and practices to determine appropriate action.

• The individual will build productive internal/external working relationships to support sustainable performance for mutual success.
• The Specialist is accountable for the implications of work and makes recommendations for solutions for process improvements as appropriate.
• Demonstrate a commitment to communicating, improving and adhering to health, safety and environmental policies in all work environments and areas.
• Promote a culture of safety and exhibit these behaviors.

WHAT WERE LOOKING FOR

• 5+ years of progressive experience in a supply chain and manufacturing environment.
• Bachelors degree in a related field (or equivalent experience) required.
• Experience in the Commercial Building/Roofing Industry is strongly preferred.
• Mandatory ERP System experience; SAP expertise preferred (JDE, Oracle, or similar systems accepted).
• Working knowledge of the Order-to-Cash (OTC) process.
• Advanced proficiency in Microsoft Excel for analysis and reporting.
• SalesForce or equivalent CRM experience is a plus.
• Exceptional analytical and problem-solving skills to resolve complex operational issues.
• Proven ability to manage multiple, competing priorities effectively.
• Experience in Customer/Account Management and guiding clients to optimal solutions.
• Ability to identify and implement E2E process improvements and efficiencies across teams.
• Highly adaptable and self-motivated, with a commitment to teamwork and continuous improvement.

Additional Requirements:

• Successful candidates must adhere to all safety protocols and proper use of Amrize approved Personal Protection Equipment ("PPE"), including but not limited to respirators.
• Employees that are required to wear respirators must be clean shaven where the respirator seal meets the face in order to pass the qualitative and quantitative fit test.

WHAT WE OFFER

• Competitive salary
• Retirement Savings: Choose from 401(k) pre-tax and/or Roth after-tax savings
• Medical, Dental, Disability and Life Insurance
• Holistic Health & Well-being programs
• Health Savings Accounts (HSAs) & Flexible Spending Accounts (FSAs) for health and dependent care
• Vision and other Voluntary benefits and discounts
• Paid time off & paid holidays
• Paid Parental Leave (maternity & paternity)
• Educational Assistance Program

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Amrize is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.