WHY DO WE NEED YOU?
If you want to reshape the world and discover your greatest potential, Saint-Gobain provides one-of-a-kind opportunities for innovative problem solvers.
We're one of only two companies in the world that is consistently recognized as both a top Global Employer and a Top 100 Global Innovator, but Saint-Gobain's remarkable story and culture of innovation begins with a team of nearly 200,000 creative, diverse and passionate team members collaborating across the globe. We are committed to our mission to improve lives because, every day, we witness the enormous impact of our efforts on the world around us.
The Customer Service Representative (CSR) role serves as a critical partner between global BPS customers and the supporting departments at various Life Sciences sites, as well as external customers, with national responsibility regardless of the manufacturing site. This position will be the point of contact for order management, change control communication, pricing, quotations, part builds, quality complaints, scheduling, credit issues, and shipping. The CSR works closely with internal departments across different sites and time zones.
This role requires agility and the ability to investigate key internal and external customer requirements, drive resolutions, and respond swiftly with accurate and timely solutions to meet customer needs.
The CSR must use their judgment to determine the best way to communicate information to customers, considering the complexity of the information, the customers' learning styles, preferences, and best practices on behalf of Saint-Gobain. Anticipating customer needs and offering innovative solutions is essential. To achieve this, the CSR must review all documentation, drawings, emails, or solutions to ensure they meet the customers' original requests without creating additional actions, questions, or unresolved needs.
Empathy drives this role, as the CSR analyzes all document content to ensure understanding and seeks clarity when needed before distributing information to customers. Additionally, the CSR proactively prepares answers to potential questions before the initial communication contact.IS THIS JOB FOR YOU?
Education: High School Diploma, required - Bachelor's Degree, preferred
Experience: 1-3 years customer service, manufacturing environment, required
Strong communication skills, proficient in Microsoft Office Suite, ability to read and understand blueprints and drawings, customer relationship management software experience, Enterprise Resource Planning software (QAD a plus), ability to work in a fast paced, team environment.
The CSR needs to work effectively as part of a multi-functional team involving sales, engineering/R&D, operations, customer service, technical services, marketing, quality, validation, legal, logistics, purchasing, supply chain, etc. Critical ability to be agile, and to investigate key internal/external customer requirements, and respond quickly with solutions. This role is expected to understand the documentation content, anticipate customer inquiries, and ensure documentation addresses customer needs.TO MAKE SURE NOTHING IS FORGOTTEN
CUSTOMER MANAGEMENT: This individual collaborates with Purchasing, Supply Chain, Focus Factory Leads, Marketing, Regulatory, Quality, and Logistics to support multiple sites. They gather, evaluate, and determine options to address customer inquiries across various locations.
The individual is responsible for facilitating communication between customers and internal departments to ensure timely turnaround for new part introductions, change control communications, quality complaints, credit issues, quotes, and more. This role includes obtaining credit information when establishing new accounts and interfacing regularly with the credit department regarding specific account inquiries.
They provide accurate and timely information to satisfy customer needs and must examine any documentation, email, or solution provided to ensure it meets the customers' original requests without creating further actions, questions, or unresolved needs.
ORDER MANAGEMENT: This role requires close collaboration with internal departments to find solutions that balance customer needs with business requirements. This includes addressing order anomalies, increases, decreases, push outs, cancellations, expedites, escalations, and fulfillment. The individual is responsible for managing proactive communication of all order management activities for assigned BPS customers.
Additionally, this role involves working with manufacturing sites to ensure a best-in-class customer experience. It also includes partnering with the customer supply chain to identify and report unusual order pattern changes to the CSM. Communicating pricing changes to customers is another key responsibility.
DATA ENTRY: Handling the processing of sales orders, prototypes, engineering fees, validation samples, credits, and any modifications within the ERP system, CRM, and additional site-specific portals. This role is responsible for accurately entering customer purchase orders within one business day of receipt for a specific subset of customers. This includes confirming terms and conditions per sales order, creating the sales order, and acknowledging the sales order to the customer.
CHANGE MANAGEMENT: Partners with the Customer Service Manager, project leads and customers to... For full info follow application link.
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.
