Associé Sr Service à la clientèle / Customer Associate

Owens Corning Foundation; Windsor; Remote; CAD 45,000 - 55,000; Full time

Job summary

Owens Corning Foundation seeks an experienced Customer Service Representative to enhance customer satisfaction in Windsor. The ideal candidate is bilingual, possesses strong communication skills, and can manage order execution using SAP. This role offers the opportunity to contribute to a leading company's mission of sustainability and innovation.

Qualifications

• Minimum 2 years experience in a customer service role.
• Strong communication skills, both written and verbal.
• Ability to manage multiple tasks in a timely manner.

Responsibilities

• Provide support and information to customers about products and orders.
• Execute orders accurately using SAP software.
• Respond to customer inquiries and handle issues professionally.

Skills

Bilingual (English and French)

Communication

Time Management

Customer Service

Team Collaboration

Tools

SAP

Office

Job description

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Location(s):

Windsor, Quebec, CA, J1S 2T2

Function: Customer Operations

Audience: Experienced Professional

Work Arrangement: Remote

Requisition ID: 64945

• Échantillons (Showroom)

Soumissions

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Reporting to the Customer Service Manager, the customer service representative’s objective is to support the satisfaction and loyalty of regular customers by answering questions, explaining products, providing information, and executing orders accurately. The agent must embody the values of the organization:

• People are key
• Integrity under pressure,
• Hold the door open,
• Flexibility in every fiber,
• Results hinge on accountability
• Crossing the threshold

He/She uses software to enter orders accurately and SAP software to search for information efficiently. He/She knows the company and its products, understands, respects and applies its rules and practices (Ex. SOX). He/She constantly seeks to develop expertise in the products offered to support customers in the ordering process and offer a service that meets the organization's expectations. Communications are expected to reflect the standard of professionalism both written and verbal.

His/her role involves aiding customers by executing most orders according to established procedures and validating price configurations. He/she examines requests, assesses possible problems, clarifies his/her understanding with the client and/or with an internal reference. He/She answers questions (e.g. product availability, pricing or shipping) and concerns courteously and documents orders in the computer system. The agent works closely with the customer service team, helping when needed. He/she participates in the establishment of a healthy and harmonious climate.

Responsibilities

Analyze and validate the information from the PO and from the customer to execute the following types of orders using the appropriate SAP software configurations:

• Apply manual order entry procedures
  • Samples (Doors)
  • Non preconfigured doors
  • Components
• Apply preconfigured order entry procedures
  • Door with or without customer reference number / drawing #
  • Custom
  • Door / Stock order
• Apply sample order entry procedures:
  • Small samples / UPS (Corners, Glass, Doors, stiles, rails, veneer, moldings, etc.)

Check the order delivery dates to inform the customer, ensure the feasibility of requests and coordinate the deliveries

• For deliveries with limited quantities listed in the updated product list

Support the customer from the start of the order until delivery and follow deadlines using SAP transactions

Respond to questions and requests from customers

• Adjustments to delivery dates
• Order changes (Quantity, new lines)

Provide basic customer technical support for LDQS issues - (Apply the IT troubleshooting procedure)

Analyze and validate daily SAP order reports, take action with the relevant authorities in the event of anomalies or required adjustments.

Understand the process for transferring complaints/credits to the internal credit specialist and ensure proper communications with customers.

Understand the internal quotes process and ensure communications with customers.

May be called upon to support task training.

Required Skills/Knowledge/Experience

• Have (2) years of experience in a similar customer agent position, preferably in the manufacturing industry;
• Perfectly Bilingual, both spoken and written;
• Communicate with clarity, accuracy and efficiency, both written and orally;
• Sustained concentration required;
• Ability to work in an open-spaced environment;
• Good time management and prioritization of tasks to be carried out;
• Applies the directives and procedures in place;
• Have basic knowledge of Office and Outlook software;
• Develop basic knowledge of the SAP system to fulfill orders and to retrieve important information for customers;
• Develop basic product knowledge.
• Demonstrate empathy and openness, act with patience, courtesy and professionalism
• Work as a team and have a sense of collaboration.
• Accept constructive feedback and comments.

LI-BB1

About Owens Corning

Owens Corning is a residential and commercial building products leader committed to building a sustainable future through material innovation. Our products provide durable, sustainable, energy-efficient solutions that leverage our unique capabilities and market-leading positions to help our customers win and grow. We are global in scope, human in scale with more than 25,000 employees in 31 countries dedicated to generating value for our customers and shareholders and making a difference in the communities where we work and live. Founded in 1938 and based in Toledo, Ohio, USA, Owens Corning posted 2024 sales of $11.0 billion. For more information, visit www.owenscorning.com.

Owens Corning is an equal opportunity employer.