At GAF Commercial we cover more than buildings. We cover each other. No matter what role, tenure, or department, under this roof you are helping to build the market leader in commercial roofing. Under this roof, we are assembling a winning team that puts the customer at the center of every decision and doesn't back down from hard work. Under this roof, we support one another in delivering operational excellence daily, while working to make a positive impact for our planet and our communities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most.
Job Summary
Provide the highest level of account management to internal and external GAF customers with respect to all aspects of the Commercial order process including order placement, order management, Jobsite planning, customer and plant follow-up. Maintain solid interdepartmental and customer relationships by addressing questions and concerns with efficiency, accuracy, and professionalism.
Essential Duties
Point of contact for assigned commercial business accounts in regards to managing all aspects of the order management process.
Gathers and analyze data in order to process orders and maintain/update existing orders in a timely manner to meet and exceed customer expectations
Provide real-time status information regarding orders to internal and external customers
Managing a high volume of communication via emails and calls from customers as well as other departments quickly and accurately
Ensuring orders are error-free
Communicating product or procedure changes to the applicable party
Communicate alternative choices to customers and sales personnel when the product is unavailable. Provide supporting information by educating customers on products or alternative choices.
Develop and present internal and external departments with order information and reports as necessary or upon request.
Liaison between Customer, Sales, Supply Chain and Plants to ensure all customer/product issues are addressed in a timely manner
Follow through to ensure customer satisfaction, including but is not limited to, making outbound calls and sending emails with regards to scheduled ship date changes, delayed shipments, customer pick-ups, and jobsite order follow up.
Provide alternate product options to customers to improve scheduled ship date
Maintain training on all products and processes; attend training sessions as required.
Maintain proper customer contact information including email, fax, phone, and contact name, as well as all special delivery instructions, receiving capacity, or product restrictions in the master memo.
Process all Returned Material Requests (RMA's) according to policy; communicate with all necessary individuals to assure timely pick up of material.
Assist with special projects as needed and perform overtime as needed.
Actively participate in the Customer Care Alternative Workplace and Laptop Programs to ensure business continuity at all times.
Qualifications Required
Bachelor's Degree in Arts/Sciences (BA/BS) Preferred
Minimum of 3 years related Customer Service experience Required
Inbound/Outbound phone experience Required
Order Entry experience Required
General Knowledge, Skills and Abilities
Excellent verbal and written communication skills
Excellent listening skills with an ability to fully understand the complexity of a problem and the ability to offer good solutions by providing a high level of customer satisfaction
Advanced ability to multitask
The ability to work effectively with a team, develop workflows and processes to help improve performance is an essential requirement.
Ability to manage and organize information from various channels such as phone, email, and EDI
Excellent organizational skills and attention to detail
Advanced problem solving and creating thinking skills
Advanced time management skills
Advanced follow-through skills
Technical Knowledge, Skills and Abilities
Advanced telephone techniques
Advanced ability to navigate a computer system
Intermediate level proficiency in MS Office and Google Suites
Intermediate math skills - The ability to convert one unit of measure utilizing a conversion chart
Base salary and/or rate of pay ranges listed are exclusive of fringe benefits and potential bonuses. Individual compensation offers will be determined based on a variety of factors, including but not limited to geographic location, relevant candidate experience and skill, education, and/or qualifications.
Base Salary Range: $56,010-$77,014
How We Protect What Matters Most:
We offer a wide range of health insurance options that include medical, dental, and vision for you and your family. 2. Our Family-Building benefits support the many different journeys to fertility and parenthood. 3. Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions. 4. Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee's primary residence. 5. Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program. 6. We're committed to fostering a culture that reflects our values to connect, empower, evolve, and inspire. We offer many opportunities for employees to connect with one another, including through our Employee Resource Groups who focus on education and allyship for all of our employees.
GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT.
We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace. We are committed to equal employment opportunity on the basis of each candidate's qualifications, experience, and merit, without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).
Privacy Notice (https://www.gaf.com/en-us/about-us/privacy-and-legal/privacy-policy) Applicant Notice
With 130+ years in the industry, GAF is the leading roofing manufacturer in North America. As a member of the Standard Industries family of companies, we are also part of the largest roofing and waterproofing business in the world.
Our communities help give our work meaning and the products we manufacture help protect what matters most. The shingles help to shelter the families living in the homes in our towns. The TPO helps protect what is under that hospital's roof. In addition to quality products, we make sure they are installed by quality craftsmen and women. The full GAF portfolio of solutions is supported by an extensive national network of factory-certified contractors.
GAF continues to be the leader in quality and offers comprehensive warranty protection on its products and systems. Our success is driven by a commitment to empowering our people to deliver advanced quality and purposeful innovation and the desire to protect what matters most. ?
