Customer Care Specialist

ABOUT THE ROLE

The Customer Care Improvement 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 customer’s expectations.

WHAT YOU’LL BE DOING

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.

WHAT WE’RE LOOKING FOR

• Bachelor’s degree in a related discipline preferred or equivalent work experience.
• Five (5) years related experience.
• Experience in a supply chain and a manufacturing environment (preferably in the Commercial Building/Roofing Industry).
• Analytical ability for problem-solving.
• Customer/Account Management experience.
• Adaptability to change; works well within a fast-paced environment with emphasis on teamwork and collaboration.
• Self-motivated with learning agility to support continuous improvement opportunities.
• Ability to influence and guide the customer to the best solution to help resolve their needs.
• Effectively manage multiple priorities
• Ability to identify process gaps and inefficiencies, working with all teams to improve efficiency.
• Proficiency with work standards and understanding of the E2E process.
• Excel proficiency.
• ERP System Experience Required (ideally SAP but JDE, Oracle, or similar system experience accepted).
• Order-To-Cash (OTC; Order2Cash).
• Sales Force experience is a plus.

WHAT WE OFFER

• Competitive Compensation
• Retirement Savings
• Medical, Dental, Disability and Life Insurance Coverage
• Holistic Health & Well-Being Programs
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) for Health and Dependent Care
• Vision and other Voluntary Benefits and Discounts
• Paid Time Off and Holidays
• Paid Parental Leave (Maternity and Paternity)
• Educational Assistance Program

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