Customer Service Specialist - USA

Saint-Gobain North America; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

Saint-Gobain North America seeks a Customer Service Specialist to handle inquiries about shipments, products and complaints. You will input orders, work with carriers, and provide timely product information by phone.

The role emphasizes high-quality customer interactions, data entry, and coordination with service centers to resolve issues. Ideal candidates have a High School diploma or GED, are bilingual in English and Spanish, and possess strong communication skills.

Qualifications

• High School diploma or GED is required.
• Fluency in English and Spanish, both oral and written.
• Strong customer service skills and professional demeanor.
• Proficient with Windows operating systems (XP/2000).
• SAP experience is strongly desired.
• Ability to read and interpret manuals and procedures.
• Ability to perform basic calculations and figures.
• Strong verbal, written and interpersonal abilities.
• Ability to organize and prioritize work and maintain attendance.

Responsibilities

• Receive, investigate, and respond to customer inquiries about shipments, products, and complaints.
• Interact with customers in a positive, friendly manner to ensure retention.
• Input phone/fax orders and related data into the computer.
• Discuss orders, returns, and shipments by phone and provide product information.
• Input and process orders accurately and timely.
• Coordinate inventory transfers between service centers when needed.
• Initiate tracers with carriers and manage order changes or backorders.
• Arrange replacement parts and correct order errors as needed.
• Maintain customer files and perform clerical duties such as invoicing.

Skills

Bilingual EN/ES

Customer service

SAP experience

Windows XP/2000

Order processing

Interpersonal skills

Education

High School diploma or GED

Tools

SAP

Windows OS

Job description

As a Customer Service Specialist you will be responsible to receive, investigate and respond to all customer inquiries regarding shipments, products, and complaints. Interact with customers in a positive, friendly manner that ensures high customer retention. Input phone/fax orders and relative data into the computer by performing the following duties:

Essential Responsibilities of the Position (includes the following; other responsibilities may be assigned):

• Actively participates in the Quality Improvement Process by processing customer warranties and complaints and helping bring clarity for the issues which need to be addressed by the Quality and Operations Teams.
• Acts as customer support for the Latin American market which encompasses Mexico, Central America and South America.
• Responsible for ongoing service, support and administration of all Computer Cut related activities (orders, billing, etc.).
• Talk with customers by phone concerning orders, returns and shipments and provide product information on claims, processes and warranties.
• Receive & input orders and ensure they are filled in an accurate and timely manner.
• Call customers when necessary to advise shipment delay and/or information necessary to process orders. Answer product availability questions; suggesting information about other products and services. Follow through on customer requests as needed.
• Arrange transfer of inventory from other Service Centers as needed.
• Initiate tracers with carriers.
• Make changes to or cancel orders/backorders.
• Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.).
• Initiate file maintenance for corrections to computer’ customer file. Perform clerical duties such as filing invoices.
• Fill out forms, determine changes for service requested.
• Provide assistance to other service centers as the need arises. Respond to questions about their orders and shipments.
• Handle all customers in a professional manner.
• Obtain customer feedback information.
• Adhere to all company policies and procedures.

IS THIS JOB FOR YOU?

Essential Requirements for the Position:

• High School diploma or GED;
• Bilingual (English/Spanish), oral and written.
• Excellent customer service skills (friendly, courteous, professional, and helpful).
• Proficient with Microsoft Windows 2000/XP Professional.
• SAP experience strongly desired.
• Ability to read and interpret documents such as operating and maintenance instructions and procedures manuals.
• Ability to calculate figures and amounts.
• Strong verbal, written and interpersonal skills.
• Ability to organize and prioritize work.
• Strong work ethic, with focus on attendance and punctuality.