Customer Service Assistant

Job Description

Job Description

Qualifications: Background Skills Required:
High School diploma or GED required. AA/BA preferred.
3- 5 + years work experience in a manufacturing environment with 1 3 years experience in a customer service-related role.
Solid technical background including a mechanical aptitude, aptitude for technical specifications, and appreciation for industrial equipment and processes.
Excellent computer skills are required with proficiency in Proficiency in the Microsoft Office 365 suite (Word, Excel, Outlook, PowerPoint), internet applications.
ERP system experience required, SAP preferred.
Able to write clearly and speak convincingly as a large amount of time is spent working with people within and outside of the company.
Demonstrated problem solving and analytical skills.
Demonstrated skill in working in teams and independently driven work.

Responsibilities: Accountability Objective:
The Customer Service Assistant is the interface with customers providing information about application, design, pricing and lead time and performing activities including pricing, order entry, order status, invoicing, complaints, credits, etc. For these activities, the incumbent must coordinate and gather information from various functions including Application Engineering, Manufacturing Engineering, Production Planning and Plant Management. The incumbent supports the Application Engineer(s) with appropriate information with which to competitively quote orders. The activities are conducted with specific orientation to the customer and are facilitated with speed, accuracy, the highest quality and a service attitude conducive to good customer relations.
Responsible for performing all duties in a safe, responsible manner in accordance with the Saint-Gobain EHS Charter, and adhering to all Company and Government policies and regulations and in compliance with the Saint-Gobain commitment to business ethics.

Nature and Scope:
Interfaces with Planning, Purchasing, Shipping/Receiving, Production, Quality, Finance, Product Managers, Application Engineers, Customers, vendors and Stephenville Customer Service department.

Principal end Results:
Receive, process and enter all orders from customers, distributors and affiliates as placed upon the business and market areas of responsibilities. Work with customer inquiries on terms and conditions (delivery schedules, etc.) as required to resolve potential conflict, to protect the interests of the business and to ensure promised requirements are met.
Follow up on all aspects of the order and interact with customers on matters including product selection, pricing, credits, complaints, etc.
Monitor all orders daily to ensure delivery schedules are met. Report progress and order status to management and the customer as necessary.
Responsible for Domestic accounts including issuing credit and debit memos, as approved by management.
Support Sales and Marketing with information for feasibility, pricing, sales history, order status and other data as required for effective operation of these functions.
Maintain accurate pricing systems in coordination with Sales and Marketing to assure proper credit of goods and services.
Support the plant by actively participating in improvement projects, internal audits and other activities as assigned.
Support the plant by performing office management activities such as answering main phone extension, greeting and providing general support to visitors and maintaining office condition.
Perform other duties as assigned.

Comments/Special Instructions:
Customer Service Assistant Role
What is the expected assignment length approx. 6 mths
How many openings do you need filled one
Job Responsibilities
Can you describe the day to day responsibilities for this role
Order entry
Updating on deliveries. Will have to work with production team to get answers.
Expediting emergency orders
Providing shipment tracking information
Entering Complaints
Quoting
Pricing accuracy on purchase orders
Liaison between sales and customer
Liaison between purchasing and customer or sales
What percentage of the role involves phone support vs. email vs. chat vs. in person
75% email
15% phone
10% chat
0% in person
Will associates be handling inbound calls, outbound calls, or both
Both
Are there any physical requirements (e.g., standing, lifting, onsite customer interaction)
Some time will be spent on the production floor
Required Skills & Qualifications

What technical skills or systems are required (CRM, ticketing tools, Microsoft Office, etc.)
Microsoft Word, Excel, Teams
SAP
Complaint System
Ariba
Are there minimum experience requirements
Min 3 years customer service experience required
Schedule & Work Environment
Is this onsite, hybrid, or remote
100% onsite
Is the schedule flexible or fixed
8:00- 4:30 pm

Tools, Training & Equipment:
must be well trained with using a computer fax/scanner/printer

track order entry through a shared email box
Goal is to have 100% of the emails answered daily.

Team & Reporting:
What is the structure of the team they will be joining
The temp works in a cubicle setting with a team.