Account Specialist

GAF•Parsippany, NJ

1d•$52,000 - $71,500•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 demonstrates a strong work ethic. We support each other in achieving operational excellence daily while striving to make a positive impact on our planet and communities. We believe that becoming the market leader requires ensuring everyone has the opportunity and support to thrive. We are GAF, and under this roof, we protect what matters most. This role serves as the primary point of contact for assigned commercial business accounts, managing all aspects of the order management process. The Account Specialist gathers and analyzes data to process orders and maintain/update existing orders promptly to meet and exceed customer expectations. This position involves managing a high volume of communication via emails and calls from customers and other departments, ensuring orders are error-free, and communicating product or procedure changes. The role also involves educating customers on products or alternative choices, developing and presenting order information and reports, and acting as a liaison between Customer, Sales, Supply Chain, and Plants to resolve issues. The Account Specialist will follow through to ensure customer satisfaction, including proactive communication regarding ship date changes, delayed shipments, and jobsite order follow-up. Additionally, the role requires maintaining training on all products and processes, processing Returned Material Requests (RMAs), assisting with special projects, and performing overtime as needed. Active participation in the Customer Care Alternative Workplace and Laptop Programs is also required to ensure business continuity.

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

Point of contact for assigned commercial business accounts in regards to managing all aspects of the order management process.
Gathers and analyze data in order 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
Managing a high volume of communication via emails and calls from customers as well as other departments quickly and accurately
Ensuring orders are error-free
Communicating product or procedure changes to the applicable party
Communicate alternative choices to customers and sales personnel when the product is unavailable.
Provide supporting information by educating customers on products or alternative choices.
Develop and present internal and external departments with order information and reports as necessary or upon request.
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 but is not limited to, making outbound calls and sending emails with regards to scheduled ship date changes, delayed shipments, customer pick-ups, and jobsite order follow up.
Provide alternate product options to customers to improve scheduled ship date
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.