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JOB DESCRIPTION
**One week for onsite training.**

Remote work available transitioning to hybrid.

The Customer Service Associate is the first point of contact to address our customer needs and creates solutions in the best interest of our customers and Us. This position engages and collaborates with external customers and internal partners to make Us the supplier of choice. The Customer Service Associate will devote greater than 80% of the time to customer interaction through phone, fax and email. The CSS is a team player, adaptable to change, and is an active learner who seeks out and learns market trends and behaviors. This role is part of Customer Operations within the Supply Chain Team.

Reports to: Customer Service Team Leader

Span of Control: Individual role with assigned responsibilities

JOB RESPONSIBILITIES

Service our Customers
Deliver consistent service to our customers
Maximize every opportunity to sell to the customer
Take proactive actions to meet customer needs and concerns creating win/win solutions
Enter orders accurately
Develop close relationships with our customers and understand what it takes to ensure their success
Develop customer trust by consistently following through on actions and operating with integrity
Leverage relationships to obtain outside-in market insights
Leverage product training opportunities


Metrics

Service Metric: Service Level / Abandonment Rate / Accessibility / Adherence
Customer Feedback
Ship-to Creation Errors
Data Integrity (Lead Times, Guaranteed Cycles, Customer Request Dates, Customer Master Data)
Call Audits


Operate in a Waste Free Environment
Effectively use Lean Sigma methodology and tools (standard work) to support a waste free environment
Identify and take action to eliminate non-value added activities within day to day operations
Identify opportunities for, develop, maintain and execute Standard Work
Understand and promote the use of customer tools and technology


Live the Safety stand, adhere to the safety responsibilities
Implement a personal safety action plan and review with leader
Adhere to the Owens Corning safety policies at all times


JOB REQUIREMENTS

MINIMUM QUALIFICATIONS:

High school degree, Associates or Bachelors degree preferred
EXPERIENCE:

SAP experience desired
Previous experience in an ever-changing, fast-paced customer service environment
Previous experience creating solutions in the best interest of the company and the customer
KNOWLEDGE, SKILLS & ABILITIES:

Fluency in Microsoft Applications (Word, Excel, Outlook)
Knowledge of building materials industry preferred
Supply Chain knowledge
Bi-lingual a plus (French)
Strong oral & written communication and listening skills
Supportive and adaptive to a change management initiatives