Account Specialist

GAF•Parsippany, NJ

22h•Onsite

About The Position

At GAF Commercial, we are building the market leader in commercial roofing by assembling a winning team that puts the customer at the center of every decision and is dedicated to operational excellence. We are committed to making a positive impact on our planet and communities, ensuring everyone has the opportunity to thrive. As an Account Specialist, you will provide the highest level of account management to internal and external GAF customers, managing all aspects of the Commercial order process, including order placement, order management, jobsite planning, and customer and plant follow-up. You will maintain strong interdepartmental and customer relationships by efficiently and accurately addressing questions and concerns with professionalism.

Requirements

Bachelor’s Degree in Arts/Sciences (BA/BS)
Minimum of 3 years related Customer Service experience
Inbound/Outbound phone experience
Order Entry experience
Excellent verbal and written communication skills
Excellent listening skills with an ability to fully understand the complexity of a problem and the ability to offer good solutions by providing a high level of customer satisfaction
Advanced ability to multitask
The ability to work effectively with a team, develop workflows and processes to help improve performance is an essential requirement.
Ability to manage and organize information from various channels such as phone, email, and EDI
Excellent organizational skills and attention to detail
Advanced problem solving and creating thinking skills
Advanced time management skills
Advanced follow-through skills
Advanced telephone techniques
Advanced ability to navigate a computer system
Intermediate level proficiency in MS Office and Google Suites
Intermediate math skills – The ability to convert one unit of measure utilizing a conversion chart

Responsibilities

Serve as the primary point of contact for assigned commercial business accounts, managing all aspects of the order management process.
Gather and analyze data to process orders and maintain/update existing orders in a timely manner to meet and exceed customer expectations.
Provide real-time status information regarding orders to internal and external customers.
Manage a high volume of communication via emails and calls from customers and other departments quickly and accurately.
Ensure orders are error-free.
Communicate product or procedure changes to the applicable party.
Communicate alternative choices to customers and sales personnel when a product is unavailable.
Educate customers on products or alternative choices to provide supporting information.
Develop and present order information and reports to internal and external departments as necessary or upon request.
Act as a liaison between Customer, Sales, Supply Chain, and Plants to ensure all customer/product issues are addressed in a timely manner.
Follow through to ensure customer satisfaction, including making outbound calls and sending emails regarding scheduled ship date changes, delayed shipments, customer pick-ups, and jobsite order follow-up.
Provide alternate product options to customers to improve scheduled ship dates.
Maintain training on all products and processes; attend training sessions as required.
Maintain proper customer contact information, including email, fax, phone, and contact name, as well as all special delivery instructions, receiving capacity, or product restrictions in the master memo.
Process all Returned Material Requests (RMA’s) according to policy; communicate with all necessary individuals to assure timely pick up of material.
Assist with special projects as needed and perform overtime as needed.
Actively participate in the Customer Care Alternative Workplace and Laptop Programs to ensure business continuity at all times.