Position Description

Job Summary

Job Goals:

Receive, investigate, and respond to all customer inquiries regarding shipments, products, and complaints. Interact with customers in a positive and friendly manner to ensure high customer retention. Input phone and e-commerce orders and related data into the computer, performing the following duties:

Essential Responsibilities of the Position: (includes but is not limited to the following)

• Communicate with customers by phone regarding orders, returns, and shipments, providing product information upon request.
• Receive and input orders, ensuring they are filled accurately and in a timely manner.
• Review e-commerce orders to verify all information is accurate, remove any shipping blocks, make necessary updates, and release orders to the warehouse for shipping.
• Call customers when necessary to advise of shipment delays or gather information needed to process orders. Answer product availability questions and suggest information about other products and services. Follow through on customer requests as needed.
• Arrange the transfer of inventory from other Distribution Centers as required.
• Initiate tracers with carriers.
• Make changes to or cancel orders/backorders.
• Initiate orders for replacement parts and/or corrections of errors (such as shortages or wrong items shipped).
• Maintain and correct the computer's customer file as needed. Perform clerical duties such as filing invoices.
• Fill out forms and determine charges for requested services.
• Provide assistance to other distribution centers as needed. Respond to questions about their orders and shipments.
• Handle all customer interactions in a professional manner.
• Obtain customer feedback information.
• Adhere to all company policies and procedures.

Non-Essential Responsibilities of the Position:

• Perform all other duties and special projects as assigned.
• Assist other staff members with tasks to ensure the day's business is completed efficiently and timely.

Required Qualifications

Essential Requirements for the Position:

• High School diploma or GED; Associate degree preferred.
• Bilingual in Spanish language preferred.
• Excellent customer service skills (friendly, courteous, professional, and helpful).
• Proficiency with Microsoft Windows10/11.
• SAP experience strongly desired.
• Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals.
• Strong numerical skills with the ability to calculate figures and amounts.
• Strong verbal, written, and interpersonal communication skills.
• Ability to organize and prioritize work effectively.
• Strong work ethic, with a focus on attendance and punctuality.

Additional Description

Additional Information:

Certain states require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees' wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer prospective candidates and provide the local pay range for this position, which is $21.00 to $27.00 per hour. This hourly pay rate offered can vary depending on location, internal equity, job-related knowledge, skills, and experience among other factors. In addition to the hourly base pay rate, this position is eligible for periodic bonus payments/an annual bonus. The targeted bonus amount can be up to 10% of hourly rate based on company and individual performance measures. The total annual target cash range (Hourly Pay Rate plus Bonus, annualized (40 hrs/week * 52wks)) for this position, is $49,920 to $56,160. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.]

Additional Pay Incentives for This Role Include:

• Standard Overtime (Hourly Rate * 1.5)

Employees have the flexibility to choose the benefits that best fit their individual needs.

• Health and Wellbeing - Supporting your wellbeing, to thrive in life and work.
  • Medical, Prescription Drug, Vision, and Dental Insurance
  • Healthcare Saving Account and Flexible Spending Account options
  • LiveWell Wellness Program
  • Employee Assistance Program (EAP)
  • Paid Time Off and Paid Parental Leave
• Retirement and Protection - Helping to make the future life you want a reality.
  • 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
  • Company-provided Life Insurance, AD&D, Short-Term Disability
  • Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and Accident Insurance
• Additional Benefits - Helping shape the experience and impact you want
  • Commuter Benefits
  • Group Legal
  • Identity Theft Protection
  • Auto and Home Insurance
  • Pet Insurance and Discounts
  • Back-up Child & Elder Care
  • PerkSpot Employee Discount Program

Additional based on Role:

• One pair of company-issued steel-toe shoes, and safety glasses; annually.

Legal Statement

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.