Job Title: Customer Service

Location: Malvern, PA 19355

Duration: 6+ Months (Extension)

Shift: 8:00 AM – 5:00 PM

Qualifications:

Bachelor’s degree, associate’s degree with certifications, or 2–4 years of progressive customer service experience
Excellent communication skills
Strong interpersonal and relationship management skills
Prior experience in conflict resolution
Strong multitasking ability
Exposure to building products and/or retail industry preferred
Strong systems aptitude and Microsoft Office skills
SAP experience required

Order Management:

Accept, enter, schedule, and maintain orders in SAP
Use Salesforce and Order Entry Document Manager (OEDM)
Execute all types of order processing (EDI/Business Connections)
Verify pricing
Respond to inquiries related to inventory availability, production schedules, technical questions, products, and policies
Build efficient truckloads and schedules in coordination with the traffic department
Verify ship schedules and OEDM accuracy
Communicate with internal departments regarding credit and pricing
Expedite hot or special orders as agreed with sales and supervisor
Perform at a high level in the CAS Learning Path, achieving agreed metrics
Function across all regions and multiple business groups
Understand and provide correct Service Advantage direction to customers and Sales Team

Conflict Management:

Communicate, manage, and resolve customer and sales issues professionally and empathetically
Address and correct customer service issues and forward to appropriate departments
Follow up through resolution to ensure customer satisfaction
Collaborate with cross-functional teams to expedite orders
Perform backorder coordination and shipping
Maintain customer records in all software databases
Communicate order schedule delays in a timely manner
Manage the Return Material Authorization (RMA) process as per policy and guidelines

Order Management & Customer Service Supply Chain Support:

Responsibilities:

Establish strong customer relationships based on trust and responsiveness
Accurately process customer orders efficiently
Manage multi-part customer complaints and resolve issues professionally
Be fully proficient in the Learning Path across all lines of business and regions
Adhere to customer service policies, procedures, and Service Advantage guidelines
Analyze and respond to changing situations while considering business impact
Proactively resolve customer issues and demonstrate ownership
Deliver relentless customer service
Willingness to work from home during emergencies (home phone line & internet required)

Skills & Competencies:

Shift work,