Customer Service Representative

Saint-Gobain • Winter Haven, FL • 2d ago

Main Purpose of Job:

The Customer Service Representative plays a critical role in delivering a positive customer experience by providing expert support in machine troubleshooting, spare part identification, order processing, and proactive communication. This position is responsible for ensuring customer needs are fully understood, addressed promptly, and resolved to the highest standard. By serving as a key point of contact, the Customer Service Representative helps build strong customer relationships and contributes directly to customer satisfaction and loyalty. This role reports to the Customer Service & Inside Sales Manager.

DUTIES/RESPONSIBILITIES

Order intake:

Sales order processing, including order entry through Salesforce, customer credit verification, new customer set-up, and order follow up.

Receive and process order requests from customers in an efficient and expedient manner.

Provide price and availability information for service, spare parts, and new equipment.

Sales Technical Support:

Provide machine repair and trouble-shooting advice to customers using excellent telephone skills and in-depth knowledge of Machine Works' equipment.

Properly escalates the most complex issues to appropriate personnel for resolution, and tracks issues through to completion ensuring necessary follow-through on all open items.

Respond to customer calls, emails, and faxes pertaining to quotes, RMA's and follow up on orders.

Liaison among customers, internal operations, and field sales personnel, regarding information related to customer order and inquiries.

Acknowledge orders thru the Ecommerce website, following the same process of an order entry

Other Duties & Responsibilities May Include:

Complete other assigned tasks assigned.

Cross Training to cover areas when individuals are on vacation.

Qualifications

High school diploma, required

A.S., B.S., B.A., preferred

Related experience in Supply Chain, Customer Service or Logistics, preferred

Hands on experience with order entry, required

Experience with Salesforce.com, preferred

Knowledge of SAP ERP operating systems, inventory management, manufacturing processes, production scheduling, required

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 products-make the world a more beautiful, safer, and sustainable home (http://bit.ly/purpose-sgna) .

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,- "Making-the World a Better Home."

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.

We provide unique options to fit your unique lives! Our Total Rewards Program is customizable to accommodate your needs. Our menu of flexible options includes, but is not limited to:

Excellent healthcare options: Medical, vision, prescription & dental

Family Focus & Balance: Parental leave, paid time-off, and Employee Assistance Program

Financial Security: Competitive 401(k), Company-funded Retirement Accumulation Plan and Employee Stock Purchase Program (PEG)

Tuition Reimbursement: Continuing education for every season of your career

Pet Insurance options: Insurance plan & prescription discount program for your furry friends

Employee Recognition Programs

PerkSpot: Our exclusive one-stop online discount marketplace

LiveWell: Rewarding you for living a healthy lifestyle

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