Customer Service Support Specialist; Manufacturing/Production, 1st Shift, Worcester, MA

Saint-Gobain Ceramics - SGP; Worcester (MA); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Annual bonus

Job summary

Saint-Gobain Specialty Grains and Powders is seeking a Customer Service Support Specialist in Worcester, MA. The role handles administrative tasks in the Customer Service Department, ensuring timely order processing, invoicing, and data integrity across ERP/MDM systems.

You will support internal and external communications, manage credits and returns, and assist with special projects as needed. A background in manufacturing customer service is preferred.

Qualifications

• Associate degree in Business Administration, Marketing or related field required.
• 3-5 years Customer Service experience in a Manufacturing environment required.
• Experience using Salesforce and ERP (QAD) preferred.

Responsibilities

• Monitors email mailboxes; forwards emails and responds to messages.
• Administers daily invoicing and checks for accuracy; records charges.
• Manage orders/invoicing in customer portals.
• Researches customer requests (tracking shipments, certs, MSDS, updates).
• Maintain customer database in ERP and MDM systems.
• Process credits, rebills, and debit memos; code credits for monthly reports.

Skills

Customer service

Multi-tasking

Time management

Team player

Education

Associate degree in Business Administration/Marketing or related field

Tools

Salesforce

QAD ERP

Job description

WHY DO WE NEED YOU?

The Customer Service Support Specialist position is responsible for managing the administrative tasks in the Customer Service Department. The CS Support Specialist will perform critical tasks and manage their workload to meet customer expectations and established deadlines. As a critical member of the Customer Service Team, the Customer Service Support Specialist role contributes to ensuring a high level of customer satisfaction and positive customer experience in a high pace environment. The incumbent may also manage special projects as assigned.

WHY DO WE NEED YOU?

The Customer Service Support Specialist position is responsible for managing the administrative tasks in the Customer Service Department. The CS Support Specialist will perform critical tasks and manage their workload to meet customer expectations and established deadlines. As a critical member of the Customer Service Team, the Customer Service Support Specialist role contributes to ensuring a high level of customer satisfaction and positive customer experience in a high pace environment. The incumbent may also manage special projects as assigned.

IS THIS JOB FOR YOU?

Essential Functions

Customer and Internal Communication

• Monitors individual and group email mailboxes; forward emails, forward sales leads, and respond to messages accordingly
• Administer daily invoicing process and check for accuracy, ensuring all charges are entered (pallets, freight).
• Manage orders / invoicing in customer-specific portals.
• Research customer requests/issues (such as Tracking shipments, certs, MSDS requests, shipment updates, etc.)
• Maintain accurate customer database (addresses, emails, tax certificates) in ERP and MDM systems.
• Administer process for updating/creating new customers and managing master data in accordance with business rules.
• Process approved credits, rebills, and debit memos for all plants with priority; code credits to report on monthly

System Management

• Review incoming purchase orders for accuracy and completeness and process within 24 hours of receipt.
• Manage and send out order acknowledgements when assisting with order entry.
• Process and monitor sample requests in QAD submitted through Salesforce.
• Manage orders / invoicing in customer-specific portals.
• Capture reasons why credits are issued or orders entered late for reporting purposes.
• Qualify, process, and resolve problems, requests for credits, quality issues, and RMAs. Communicate with RMA organizer and provide relevant updates.
• Ensure all complaints are documented in the designated system.
• Maintain accurate customer database (addresses, emails, tax certificates) in ERP and MDM systems.
• Administer process for updating/creating new customers and managing master data in accordance with business rules.

Qualifications

• Associate degree in Business Administration, Marketing or related field required
• 3-5 years Customer Service experience in a Manufacturing environment required
• Experience using Salesforce and ERP (QAD) preferred
• Demonstrated ability to multi-task, prioritize, and manage time effectively in a fast-paced, changing environment with minimal supervision
• A Professional demeanor, reliable, personable, trustworthy, a team player
• Excellent computer skills in Microsoft Office 365

a Little More About Us

Saint-Gobain Specialty Grains and Powders designs and manufactures tailored material solutions for our customers, worldwide. Our advanced ceramic materials solutions enable our customers to meet the toughest application requirements in a broad range of markets, such as: Abrasives, Aerospace, Automotive, Energy, Semiconductors and many others. We work in close collaboration with customers at any step of their journey. We are going further together!

LEGAL STATEMENT

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.

Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state’s Pay Transparency laws to the SGNA HR Compliance team at [e-mail].

Benefits In Joining Us

Certain locations require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees’ wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer potential candidates. Provided is the local pay range for this position, which is $26 to $30 per hour. This hourly pay rate offered can vary depending on location, internal equity, job-related knowledge, skills, and experience among other factors. In addition to the hourly base pay rate, this position is eligible for an annual bonus. The targeted bonus amount can be up to10% of eligible earnings, based on company and individual performance measures. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.