Customer Care Specialist II - Hybrid - Hoosick Falls, NY

$49,920 - $60,320/Yr

Saint-Gobain - Hoosick Falls, NY

Full-time - Entry Level

Hybrid - Hoosick Falls, NY

10,001+ employees

Miscellaneous Manufacturing

About the position

The Customer Care Specialist Level 2 (CCS2) at Saint-Gobain is a pivotal role that emphasizes customer advocacy and support. This position is designed for individuals who are not only customer-focused but also possess the ability to empathize with customers, ensuring their needs are met effectively. The CCS2 serves as the initial point of contact for customers, engaging in various tasks such as validating information within key systems, entering orders, and advocating for assigned customers. The role requires a deep understanding of the customer journey, enabling the CCS2 to coach customers through their online ordering experiences and address any issues that may arise. In this role, the CCS2 will be responsible for problem-solving and managing mid-level customer account needs. This includes effectively communicating pricing variances, specifications, and key deliverables to both customers and internal staff. The CCS2 will also be tasked with providing excellent customer service by actively listening to customer feedback and finding the best solutions to their inquiries. The position demands a proactive approach to customer engagement, ensuring that customers are navigated through their lifecycle within the organization and its tools. Additionally, the CCS2 will coordinate with various departments, including sales and manufacturing, to communicate changes, delays, and requests. Training customers in online tools and resources is also a critical aspect of the role, as is the execution of customer solutions and order management processes. The CCS2 will identify and implement process improvements, manage customer inventory, and resolve mid-level customer issues with effective problem-solving skills. This role is essential in maintaining high levels of customer satisfaction and retention, as well as ensuring the seamless execution of customer orders and return requests.

Responsibilities

• Provide excellent customer service by listening to customers regarding the service we provide and find the best solution for the customer
• Articulate the value proposition to our customers
• Assist mid-level customers as well as some high-value customers with order entry, tracking, and shipping details
• Strategically navigate customers through their lifecycle within our organization and tools
• Effectively and efficiently communicate with customers by phone, email and/or in person to receive orders, cancellations, and changes in product(s) or to clarify needs and requirements
• Communicate changes, delays, requests, etc. to sales representatives, manufacturing team and customers as appropriate
• Train customers in online tools and resources as necessary to meet their needs
• Execute our customer solutions and order management processes
• Implement identified process changes and improvements by ensuring proper training of customer care team members
• Identify problems that might arise from operations with the use of ethical procedures and professional judgment
• Coordinate shipment of product, expediting shipments, arranging pick-up of defective product, etc. with shipping department
• Accurately manage customer inventory, production backlogs, invoices, and other administrative records
• Work in a manufacturing facility and engage with multiple levels of quality, production, product management, and material/scheduling professionals to ensure flawless execution of customer orders and return requests
• Resolve mid-level customer issues with effective problem-solving skills to retain customers
• Refer high dollar complaints to Customer Care Lead as outlined in the escalation process
• Maintain excellent knowledge of our products and services in order to understand the customer's needs
• Handle complaints concerning billing, product or services rendered, by providing timely solutions to the customer, referring high dollar complaints to correct escalation team members
• Interact with Quality Assurance and work with appropriate departments to identify root cause and corrective action for future improvement to customer experience

Requirements

• Associates Degree Required, Bachelor's Degree Preferred
• 5-7 years direct customer contact and communication required, with 1-3 years of increased responsibilities and leadership roles
• Excellent communication, presentation and organizational skills
• Ability to interface across functions and provide solutions on the fly
• Capability to work autonomously at times
• Perseverance and the ability to self-regulate
• Project management skills with the ability to balance multiple projects and tasks
• Knowledge of Customer Relationship Management (CRM) Software is preferred

Benefits

• Immediate Eligibility Based on Start Date; No Waiting Period
• 401(k) with company match
• Pension plan
• Medical/Dental/Vision/Prescription
• Education Reimbursement
• 11 Holidays
• 80 Hours of Vacation Time per year, pro-rated based on start date
• 56 hours of Sick Time per year
• Annual bonus eligibility up to 10% of hourly rate based on company and individual performance measures