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- Akron, OH
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Customer Service Specialist
Knauf Insulation • Akron, OH
Posted 17 days ago
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SUMMARY OF POSITION In this highly visible role, you are responsible for supporting a world class customer experience by being a passionate advocate for our customers, both internal and external. You are responsible for ensuring our custom products are delivered according to our customer’s preferences, needs and schedule. You work in partnership with sales, production, finance and the entire supply chain team to manage the progress of orders through the organization. Working with the customer experience manager, you will set and deliver customer expectations throughout the organization and to our customers. A successful Customer Service Specialist is well organized, has strong written and verbal communication skills and works well in an environment where priorities can change on a regular basis during the work day. Collaborating with internal partners will be paramount in achieving our customer experience objectives. Silvercote is a provider and producer of custom insulation solutions. This position is based on Macedonia, Ohio.
ESSENTIAL FUNCTIONS Customer Support
•Daily outgoing calls to external customers to schedule, confirm, and re-confirm delivery dates, as well as confirming addresses, contact information and delivery requirements
•Handle customer complaints and concerns in a professional and timely manner; i.e. follow up on shipping errors, shortages etc. and referring shipping problems to transportation function
•Enter claims/complaints and communicate those issues to the sales team respectively; ensuring customer concerns are quickly addressed
•Use tact and diplomacy to navigate difficult situations and turn them into opportunities for superior customer service Order Management
•Plan production schedules; monitor inventories, track progress of production, and review factors which affect schedules
•Manage starts and releases; date changes; order splitting; shortages and respond quickly to changes in the production schedule
•Manage the capacities of multiple production facilities ensuring orders are coming from the most cost advantaged location based on the needs of the customers
•Identify shipping requirements as it relates to transportation equipment and delivery areas
•Provide product and order information, such as in-stock availability, pricing, delivery expectations, etc. to customers and sales team
•Maintain a working knowledge of customers, services and products Internal Customer Partnerships
•Review and discuss with production branch managers: capacity, inventory, scheduling and challenges
•Collaborate with other members of the customer service team, regarding order management needs and balancing branch capacities across the network
•Collaborate daily with sales, finance, production and the supply chain team to ensure product and carrier availability can meet customers' needs POSITION REQUIREMENTS Education:
•Associate’s degree preferred Experience:
•Minimum three (3) years of customer facing experience
•Supply chain experience is preferred Knowledge, Skills and Abilities:
•Strong soft skills with the ability of providing superior customer service
•Ability to work well in a team environment
•Ability to follow up with customers and colleagues in a timely manner
•Ability to complete tasks in a detailed manner, ensuring accuracy in all work before it’s completed
•Ability to make informed decisions with a sense of urgency
•Ability to form strong working relationships and communicate effectively within cross-functional internal customers
•Ability to handle multiple projects under limited supervision
•Demonstrated ability to work within the dynamic and evolving work cycle as it relates to the building products industry
•Data entry and computer skills in MS Windows environment; Proficient in Excel
•Approximately 10% travel time to visit production facilities, jobsites and possible customer visits Special Tools/Equipment Used:
•Phone Physical Demands:
•Must occasionally lift and/or move up to twenty (20) pounds
•Regularly required to sit, stand, walk and reach with hands and arms Working Conditions:
•Moderate noise level
•Regularly exposed to a fast-paced environment
•May be exposed to extreme temperature changes and dusty conditions when in the plant/branch