Sr Customer Associate

Owens Corning•Toledo, OH

About The Position

The Customer Service Specialist is responsible for a specific product group and customer base and interfaces with customers on order and delivery issues while developing customer relationships. 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 units, sales, materials management, logistics, manufacturing plants, and team members in order to be successful in root cause analysis as well as enhancing our customer’s 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 Sr Customer Specialist

Requirements

High school degree, associate or bachelor’s degree preferred
Minimum 3-5 years work experience in customer service and/or supply chain
Minimum 3-5 years work experience in Customer Service
Experience in Continuous Improvement preferred
Experience making high-impact decisions in fast-paced environment
Experience utilizing computer programs and Microsoft Office Products
Experience with Microsoft Office products
Ability to build strong team alignment and communication
Ability to coach and guide for results
Possess strong process and financial acumen
Possess strong change management skills
Passion to develop self and engage in IDP
Root cause analysis based on data

Responsibilities

Achieve customer satisfaction commitments
Understand and communicate customer expectations throughout the Customer Support Team, and ensure all services meet customer needs
Ensure timely and accurate order processing to meet or exceed delivery to promise/request
Ensure order entry procedures are followed to specifications, and quality metrics meet customers’ needs
Participate in customer visits (both onsite and at customer locations) to better understand customer needs and requirements
Engage and support the Go To Market strategy based on customer segmentation
Execute North America Customer Service Continuous Improvement Plan
Participate in product/business training and utilize tools on a regular basis
Review scorecards and evaluate individual areas of improvement
Contribute in C4 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
Leverage standard work to minimize variation and waste
Develop and implement productivity projects/programs to enhance processes