Customer Care Representative II Steep Slope

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POST DATE 8/28/2016
END DATE 11/3/2016

GAF Burgaw, NC

Company
GAF
Job Classification
Full Time
Company Ref #
5313-1496
AJE Ref #
576008824
Location
Burgaw, NC
Job Type
Regular

JOB DESCRIPTION

APPLY
Looking for a new challenge where your hard work and entrepreneurial spirit will gain you recognition and reward? Then look no further than GAF, a $3 billion company and the largest roofing manufacturer in North America.











At GAF, we've built one of the most dynamic, cutting-edge, and successful employee teams in the building products industry (and we've got the financial results to prove it!). Whether it's in our Parsippany, NJ, world headquarters, or at one of our more than 24 manufacturing plants, our standards are high and the opportunities for career advancement are limited only by your desire to succeed.











If you're excited by the idea of working for a market-leading company, in a fast-paced environment where you can truly make a difference, then GAF may be the place for you. At GAF, putting a roof over your head is the foundation of our business. As we continue to pursue the excellence that has led us to the top, one thing is constant- it's all the best in the industry, and it's made by the best people in the industry.







SUMMARY



Provide the highest level of customer service to internal and external GAF customers with respect to all aspects of the order process including order placement, order management, customer knowledge, warranty processing, and plant follow-up. Maintain solid interdepartmental and customer relationships by addressing questions and concerns with speed and professionalism. Act as the Voice of the Consumer to equally improve the products for our customers as we do for our company.







ESSENTIAL DUTIES



Receive and place calls related to new or existing warranty issues. This includes, but is not limited to:





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Placing new customer warranty replacement orders via Fax, UPS, USPS or E-mail.



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Placing new and existing customer orders or assisting with the automated order entry system via Fax, UPS, USPS, or E-mail.



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Follow through on all items and order issues to ensure customer satisfaction. This includes but is not limited to, making outbound calls or e-mail.



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Customer communications and orders must be completed within a timely manner.



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Ensuring orders are error free.



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Ensuring that customer communications and orders are completed in a timely manner.



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Checking order status and entering new customer product orders.



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Provide regular customer feedback to Customer Care Manager.



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Assist customers with installation instructions, trouble shooting, and defective product analysis



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Maintaining accurate information in the Warranty Database.



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Communicating product or procedure changes to Customer Care Group.



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Reporting product misinformation found in systems, products or online help.



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Issue Call Tags for defective product pickup for analysis by QC or Engineering.



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Process Labor imbursements requests as outlined in our warranty agreement.



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Provide supporting information by educating customers with alternative choices.



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Maintain training on all products and processes. Attend training sessions as required.







ADDITIONAL DUTIES (beyond Customer / Technical Services Representative)



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Partner with Customer Care Group, Manufacturing, and Engineering to identify potential money savings opportunities through product design, shipping methods and/or materials used in manufacturing.



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Partner with QC, Manufacturing and Engineering to ensure all customer/product issues are addressed and resolved in a timely manner.



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Assist with special projects as needed and perform overtime as needed.



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Perform other duties as assigned.







LEVEL BASED COMPETENCIES







Level Based Competencies are to be designated based on job level and content.



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Adaptability



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Building Strategic Working Relationships



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Technical/Professional Knowledge & Skills



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Stress Tolerance



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Planning & Organizing



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Communication









Technical knowledge/skills (entry, intermediate, advanced)





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Basic knowledge of roofing, carpentry, HVAC air systems, and general electrical and wiring procedures



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Intermediate customer care and order entry experience



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Advanced telephone techniques



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Advanced ability to navigate a computer system



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Entry level knowledge of MS Office Applications (Word and Excel)



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Intermediate math skills - The ability to convert one unit of measure utilizing a conversion chart or calculate square footage dimensions by formula









General knowledge/skills (entry, intermediate, advanced)





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Intermediate verbal and written communication skills



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Advanced organizational skills and attention to detail



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Advanced time management skills



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Advanced ability to multi-task



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Advanced follow-through skills



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Advanced ability to adapt to different customer needs



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Intermediate ability to think out-of-the-box









Education/Experience





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Associates Degree or Experience Equivalent



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1-3 years related technical or customer care experience



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Inbound/Outbound phone experience









GAF offers a competitive base salary with incentive opportunities and a benefits package and a vacation package. In addition to providing an environment where you can build your professional growth, GAF offers competitive salary with incentive bonuses, a comprehensive benefits program, including medical, dental, vision, prescription drug, tuition reimbursement, vacation benefits and a company matched 401(k) savings plan. Come build with us.







GAF is proud to be an Equal Opportunity Employer, committed to workplace diversity. M/F/D/V.











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