Customer Service Specialist, Rebar

Company: Owens Corning
Location: Toledo
Posted on: March 26, 2020

Job Description:

PURPOSE OF THE JOB
OCIS Customer Service person is the liaison between the Customer and the Rebar production team. This position will interact with our commercial sales team; technical product engineers as well as other functions to provide support based on customer requirements and differentiated services. The incumbent will oversee the processing of their customer orders and commit promise dates to customers, resolve problems, and maintain service performance levels satisfactory to the customer and OC. Strong team-building skills are required with business unit, sales, materials management, logistics, manufacturing plants, and team members in order to be successful in root cause analysis as well as enhancing our customers experience with Owens Corning.

A key competency for the successful candidate will be a demonstrated history of enrolling and influencing others across a matrix organization to drive superior results. The successful candidate must have exceptional analytical and communication skills, along with a predisposition for initiating action.

Reports to: This position reports to the Composites NA Customer Operations Leader
JOB RESPONSIBILITIES
Execute customer order entry & deliveries using SAP Tools

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• Manage team email box to receive customer orders, enter orders into CRM (Customer Relationship Management), a SAP based tool, and respond to customer requests for all customer facing questions.
• Manage SAP Dashboard and take action for 0070 & 0065 confirmation and action required statuses
• Root cause analysis on orders with no CCD (customer confirmation date) within 24 hours based on understanding of batch job processes
  
  Metrics
  
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    • Order entry within 4 hours of receipt of order in team email box
    • Customer acknowledgement/ response to all issues within 4 hours of receipt
    • Respond to SAP dashboard statuses within 2 hours (4 times daily)
    • Order CCD in 24 hours
      
      Achieve customer satisfaction commitments
      
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      • Understand and communicate customer expectations throughout the Supply Chain Team, and ensure all services meet customer needs by working with other functions such as Sales, Planning, Warehouse and Logistics
      • Work closely with internal OC stakeholders to resolve credit blocks / holds and coordinate new customer and material set up
      • Provide order tracking information to customer as requested and communicate to the customer if issues or delays arise
      • Support the established quotation process - Assist Sales Team / technical product engineers roles with quotes when requested as a backup resource
      • Validate the pricing for accuracy on purchase orders from customers and provide standard pricing to distributors as required
      • Participate in customer visits (both onsite and at customer locations) to better understand customer needs and requirements
      • Familiar with basic product lines and differences, applications, and relative comparisons with alternative materials (steel rebar, etc.) to be able to assist with facilitating customer orders and communications with team.
      • Ability to translate customer requests and nomenclature to OC products and services.
      • Engage and support the Go-To Market strategy based on Business Growth Plan
      • Develop skill to have ability to read prints and translate into product requirements
        
        Execute North America Customer Service Continuous Improvement Plan
        
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        • Participate in product/business training and utilize tools on a regular basis
        • Review scorecards and evaluate individual areas of improvement
        • Contribute in CI process to demonstrate results to the business
        • Engage and support TPM Office Pillar leading to increase efficiencies and waste elimination
          
          Achieve Team Productivity/Accuracy Targets
          
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          • Leverage standard work to minimize variation and waste
          • Develop and implement productivity projects/programs to enhance processes
            
            
            JOB REQUIREMENTS
            MINIMUM QUALIFICATIONS:
            
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            • Minimum 3-5 years work experience in Customer Service and/or Supply Chain
            • Ideally candidate has worked in steel rebar processing role/industry with knowledge of product key characteristics, applications and terminologies
              
              EXPERIENCE:
              
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              • Experience in Continuous Improvement preferred
              • Experience making high-impact decisions in fast-paced environment
              • Experience utilizing computer programs and Microsoft Office Products
                
                KNOWLEDGE, SKILLS & ABILITIES:
                
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                • Ability to build strong team alignment and communication
                • Ability to coach and guide for results
                • Possess strong listening skills to understand customer requirements at first pass
                • Possess strong process and financial acumen
                • Possess strong change management skills
                • Passion to develop self and engage in Individual Development Plan
                • Root cause analysis based on data
                  

Keywords: Owens Corning, Toledo , Customer Service Specialist, Rebar, Professions , Toledo, Ohio