Customer Care & Administrative Specialist
Saint-Gobain Saint-Gobain Worcester, MA Worcester, MA Full-time Full-time $26 - $28 an hour $26 - $28 an hour 12 hours ago 12 hours ago 12 hours ago JOB
Summary:
The Customer Care & Administrative Specialist position is responsible for managing the administrative tasks in the Customer Experience Department while providing general administrative support for the SGP Department.
Majority of time, (75%) will focus on activity to support the customer experience through performing critical tasks and managing their workload to meet customer expectations and established deadlines.
The incumbent may also manage special projects as assigned.
General Administrative support will include organizing various department meetings within SGP Department and assisting with preparation and details required.
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 a positive customer experience in a high pace environment.
ESSENTIAL DUTIES and
Responsibilities:
Systems Management:
Regular activities to support the customer ordering, processing, and invoicing systems Administer the daily invoicing process of miscellaneous shipments for multiple warehouses and key accounts Process, review, and send customer invoices ensuring accuracy, particularly of miscellaneous fees, i.
e.
pallets, tariff, container fees Issue approved credits, rebills, and debit memos for all plants; code credits to report on monthly Print to pdf dated order acknowledgments; send to customers and CSR Administer the process for updating or creating new customers managing master data in accordance with Ceramics rules Pricing review administration and execution of revisions as required by business conditions Administer tax exempt certificates working closely with the tax department; request new/updated certs from customers, submit new certs and tax credit requests for approval; issue approved tax credits Process monthly commission reports and submit for approval/payment Publish monthly updated exchange rates from EXACT Periodically may provide back-up to plants on invoicing when high volume impacts process Provide back-up support to CSRs and manager as needed Customer Interaction:
Monitor Customer Experience Department general email box and 800 line; forward emails, process sales leads, and respond to messages accordingly Manage sample requests to include completing and submitting new account form for approval; enter sample request order into ERP, and update Salesforce with ship date Manage Salesforce leads assigned to customer service providing customers with requested information or reassigning the sales lead to the appropriate individual Generate ideas to improve our direct interaction and relationship with key customers for SGP Lead efforts to resolve and improve customer experience through follow-up, resolution, and corrective actions to close open service and quality gaps Department Growth Initiatives:
Create monthly metrics reports in various systems and distribute timely.
Assess current metrics and compare them to customer expectations for the future.
Actively provide feedback for department/process improvements Complete special projects as assigned General Administrative (25% of function):
Organize SGP business team meetings, team buildings, dinners, etc.
Organize meeting/lunches through Epicurean Feast for in-house events Order SGP department office supplies/ coffee supplies Plan and organize annual SGP Christmas party Assist visitors with travel arrangements (hotel, airport limos, meeting rooms, etc.
) SKILLS and
Experience:
Strong organizational, prioritization, and time management skills.
Be an effective communicator via email, verbal, and in presentation of information A demonstrated ability to multi-task, prioritize and manage time effectively in a fast-paced, changing environment with minimal supervision A professional demeanor, be reliable, personable, trustworthy and a team player A high sense of urgency in order to meet deadlines Excellent computer skills required:
Microsoft Office 365, ERP system, Salesforce experience is a plus, Exact, QAD, SAP is a plus Minimum of 5 years' customer service/ administrative experience required Job Type:
Full-time Pay:
$26.
00 - $28.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Schedule:
8 hour shift Monday to Friday
Experience:
Customer service:
2 years (Required) Work Location:
Hybrid remote in Worcester, MA 01606 Regular activities to support the customer ordering, processing, and invoicing systems Administer the daily invoicing process of miscellaneous shipments for multiple warehouses and key accounts Process, review, and send customer invoices ensuring accuracy, particularly of miscellaneous fees, i.
e.
pallets, tariff, container fees Issue approved credits, rebills, and debit memos for all plants; code credits to report on monthly Print to pdf dated order acknowledgments; send to customers and CSR Administer the process for updating or creating new customers managing master data in accordance with Ceramics rules Pricing review administration and execution of revisions as required by business conditions Administer tax exempt certificates working closely with the tax department; request new/updated certs from customers, submit new certs and tax credit requests for approval; issue approved tax credits Process monthly commission reports and submit for approval/payment Publish monthly updated exchange rates from EXACT Periodically may provide back-up to plants on invoicing when high volume impacts process Provide back-up support to CSRs and manager as needed Monitor Customer Experience Department general email box and 800 line; forward emails, process sales leads, and respond to messages accordingly Manage sample requests to include completing and submitting new account form for approval; enter sample request order into ERP, and update Salesforce with ship date Manage Salesforce leads assigned to customer service providing customers with requested information or reassigning the sales lead to the appropriate individual Generate ideas to improve our direct interaction and relationship with key customers for SGP Lead efforts to resolve and improve customer experience through follow-up, resolution, and corrective actions to close open service and quality gaps Create monthly metrics reports in various systems and distribute timely.
Assess current metrics and compare them to customer expectations for the future.
Actively provide feedback for department/process improvements Complete special projects as assigned Organize SGP business team meetings, team buildings, dinners, etc.
Organize meeting/lunches through Epicurean Feast for in-house events Order SGP department office supplies/ coffee supplies Plan and organize annual SGP Christmas party Assist visitors with travel arrangements (hotel, airport limos, meeting rooms, etc.
) Strong organizational, prioritization, and time management skills.
Be an effective communicator via email, verbal, and in presentation of information A demonstrated ability to multi-task, prioritize and manage time effectively in a fast-paced, changing environment with minimal supervision A professional demeanor, be reliable, personable, trustworthy and a team player A high sense of urgency in order to meet deadlines Excellent computer skills required:
Microsoft Office 365, ERP system, Salesforce experience is a plus, Exact, QAD, SAP is a plus Minimum of 5 years' customer service/ administrative experience required 401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance 8 hour shift Monday to Friday Customer service:
2 years (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
The Customer Care & Administrative Specialist position is responsible for managing the administrative tasks in the Customer Experience Department while providing general administrative support for the SGP Department.
Majority of time, (75%) will focus on activity to support the customer experience through performing critical tasks and managing their workload to meet customer expectations and established deadlines.
The incumbent may also manage special projects as assigned.
General Administrative support will include organizing various department meetings within SGP Department and assisting with preparation and details required.
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 a positive customer experience in a high pace environment.
ESSENTIAL DUTIES and
Responsibilities:
Systems Management:
Regular activities to support the customer ordering, processing, and invoicing systems Administer the daily invoicing process of miscellaneous shipments for multiple warehouses and key accounts Process, review, and send customer invoices ensuring accuracy, particularly of miscellaneous fees, i.
e.
pallets, tariff, container fees Issue approved credits, rebills, and debit memos for all plants; code credits to report on monthly Print to pdf dated order acknowledgments; send to customers and CSR Administer the process for updating or creating new customers managing master data in accordance with Ceramics rules Pricing review administration and execution of revisions as required by business conditions Administer tax exempt certificates working closely with the tax department; request new/updated certs from customers, submit new certs and tax credit requests for approval; issue approved tax credits Process monthly commission reports and submit for approval/payment Publish monthly updated exchange rates from EXACT Periodically may provide back-up to plants on invoicing when high volume impacts process Provide back-up support to CSRs and manager as needed Customer Interaction:
Monitor Customer Experience Department general email box and 800 line; forward emails, process sales leads, and respond to messages accordingly Manage sample requests to include completing and submitting new account form for approval; enter sample request order into ERP, and update Salesforce with ship date Manage Salesforce leads assigned to customer service providing customers with requested information or reassigning the sales lead to the appropriate individual Generate ideas to improve our direct interaction and relationship with key customers for SGP Lead efforts to resolve and improve customer experience through follow-up, resolution, and corrective actions to close open service and quality gaps Department Growth Initiatives:
Create monthly metrics reports in various systems and distribute timely.
Assess current metrics and compare them to customer expectations for the future.
Actively provide feedback for department/process improvements Complete special projects as assigned General Administrative (25% of function):
Organize SGP business team meetings, team buildings, dinners, etc.
Organize meeting/lunches through Epicurean Feast for in-house events Order SGP department office supplies/ coffee supplies Plan and organize annual SGP Christmas party Assist visitors with travel arrangements (hotel, airport limos, meeting rooms, etc.
) SKILLS and
Experience:
Strong organizational, prioritization, and time management skills.
Be an effective communicator via email, verbal, and in presentation of information A demonstrated ability to multi-task, prioritize and manage time effectively in a fast-paced, changing environment with minimal supervision A professional demeanor, be reliable, personable, trustworthy and a team player A high sense of urgency in order to meet deadlines Excellent computer skills required:
Microsoft Office 365, ERP system, Salesforce experience is a plus, Exact, QAD, SAP is a plus Minimum of 5 years' customer service/ administrative experience required Job Type:
Full-time Pay:
$26.
00 - $28.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Schedule:
8 hour shift Monday to Friday
Experience:
Customer service:
2 years (Required) Work Location:
Hybrid remote in Worcester, MA 01606 Regular activities to support the customer ordering, processing, and invoicing systems Administer the daily invoicing process of miscellaneous shipments for multiple warehouses and key accounts Process, review, and send customer invoices ensuring accuracy, particularly of miscellaneous fees, i.
e.
pallets, tariff, container fees Issue approved credits, rebills, and debit memos for all plants; code credits to report on monthly Print to pdf dated order acknowledgments; send to customers and CSR Administer the process for updating or creating new customers managing master data in accordance with Ceramics rules Pricing review administration and execution of revisions as required by business conditions Administer tax exempt certificates working closely with the tax department; request new/updated certs from customers, submit new certs and tax credit requests for approval; issue approved tax credits Process monthly commission reports and submit for approval/payment Publish monthly updated exchange rates from EXACT Periodically may provide back-up to plants on invoicing when high volume impacts process Provide back-up support to CSRs and manager as needed Monitor Customer Experience Department general email box and 800 line; forward emails, process sales leads, and respond to messages accordingly Manage sample requests to include completing and submitting new account form for approval; enter sample request order into ERP, and update Salesforce with ship date Manage Salesforce leads assigned to customer service providing customers with requested information or reassigning the sales lead to the appropriate individual Generate ideas to improve our direct interaction and relationship with key customers for SGP Lead efforts to resolve and improve customer experience through follow-up, resolution, and corrective actions to close open service and quality gaps Create monthly metrics reports in various systems and distribute timely.
Assess current metrics and compare them to customer expectations for the future.
Actively provide feedback for department/process improvements Complete special projects as assigned Organize SGP business team meetings, team buildings, dinners, etc.
Organize meeting/lunches through Epicurean Feast for in-house events Order SGP department office supplies/ coffee supplies Plan and organize annual SGP Christmas party Assist visitors with travel arrangements (hotel, airport limos, meeting rooms, etc.
) Strong organizational, prioritization, and time management skills.
Be an effective communicator via email, verbal, and in presentation of information A demonstrated ability to multi-task, prioritize and manage time effectively in a fast-paced, changing environment with minimal supervision A professional demeanor, be reliable, personable, trustworthy and a team player A high sense of urgency in order to meet deadlines Excellent computer skills required:
Microsoft Office 365, ERP system, Salesforce experience is a plus, Exact, QAD, SAP is a plus Minimum of 5 years' customer service/ administrative experience required 401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance 8 hour shift Monday to Friday Customer service:
2 years (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
