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

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.

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.

• 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

• 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.

• 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

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!

Saint-Gobain…