Job Description

Why do we need you ?

Consistent with CertainTeed’s Vision, Mission, Values and Objectives, and under the direction on the Sr. Manager of Customer Service, the Customer Service Supervisor provides the leadership and technical skills to develop Customer Account Specialists across their region to perform at a world class service level – to include helping the Customer Service department achieve service goals, and developing standardized processes that comply with company guidelines, ensuring the departments are delivering a “superior customer experience” through the development and execution of high performance training programs.

As a member of the Supply Chain, they must understand and utilize all logistics systems and processes to effectively develop and deliver service programs to meet the complex needs of all distribution channels and product lines, while achieving cost and service targets.

They must focus on standardizing processes through identifying the current differentiating processes between all lines of business and developing a cohesive strategy and create procedures that ensure comprehensive documentation and metrics tracking, and a training program that is maintained at all levels within Customer Service.

Is this job for you ?

Team Leadership and Personnel Development

· Training and coaching the regional Customer Service Teams, including holding regular one-on-one performance and Individual Development Plan (IDP) discussions and completing annual reviews, under the direction of the CS Manager.

· Contribute to tactical planning discussions and meetings as they relate to processes and procedures

· Assist in developing goals and objectives including team performance, call center responsiveness, department flexibility, cost targets and service level obtainment.

· Understand the complexities of all product lines, plant operations, and distribution.

· Implement standard learning programs to achieve high performance levels.

· Assist with new product development launches.

· Assist with audit compliance training, and continuous development projects.

· Monitor calls and randomly sample orders in order to provide each customer service representative with a training program that focuses on their learning needs.

· Serve as back up to other Supervisors and Customer Accounts Specialists within the region if needed

· Facilitate onboarding and training of new hires.

Customer Service Continuous Improvement

· Develop and execute Standard Work to effectively achieve the highest level of service, cost and quality goals.

· Ensure the customer service department is complying with standard processes and procedures to deliver customer orders through regular audits.

· Adhere to controlled distribution plans when in effect.

· Work directly with respective Regional Manager to align with overall goals and distribution efforts.

· Maximize the use of technology solutions including the implementation of the SAP system including researching, recommending, and implementing changes to improve our overall performance.

· Foster a team focused environment utilizing root cause analysis and continuous improvement within the Supply Chain.

· Assist in the phone coverage of the department when needed to ensure all customer service level requirements are being achieved during peak order intake periods.

Service Problem and Conflict Resolution

· Ensure products are delivered on time, in full, and invoiced correctly.

· Work closely with the plant on inventory planning and management.

· Generate and analyze reports and design proactive programs that monitor customer service and prevent recurrence of common problems.

· Research and approve service complaints through Salesforce and ensure they are being accurately reflected in reporting.

· Ensure timely resolution of any complaints or issues.

· Partner with sales, logistics, planning and operations to ensure we are achieving a “superior customer experience.”

A team ready to welcome you

We provide unique options to fit your unique lives! Our Total Rewards Program is customizable to accommodate your needs. Our menu of flexible options includes, but is not limited to:

· Excellent healthcare options: Medical, vision, prescription & dental

· Family Focus & Balance: Parental leave, paid time-off and Employee Assistance Program

· Financial Security: Competitive 401(k), Company-funded Retirement Accumulation Plan and Employee Stock Purchase Program (PEG)

· Tuition Reimbursement: Continuing education for every season of your career

· Pet Insurance options: Insurance plan & prescription discount program for your furry friends

· Employee Recognition Programs

· PerkSpot: Our exclusive one-stop online discount marketplace

· LiveWell: Rewarding you for living a healthy lifestyle

Steps to join us

Through the responsible development of innovative and sustainable building products, CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, fence, decking, railing, trim, insulation, drywall and ceilings.

A subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada.

A little more about us

At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while making the world a more beautiful and sustainable home.

To make sure nothing is forgotten

· Bachelor’s Degree and/or 3-5 years related experience in Management or Supply Chain

· Ability to lead by example and to coach, train and assist in developing Customer Account Specialists in a positive manner

· Strong working knowledge of SAP or other comparable ERP software, preferably SAP order-to-cash experience

· Ability to collaborate with other leaders to craft and deliver training programs to be administered in a dynamic live setting or virtually by computer

Preferred or desired qualifications

· Strong skills in current ERP environment and ability to assist in design and implementation of SAP ERP

· Proficiency with all Microsoft Office programs used daily (Outlook, Word, Excel, PowerPoint)

· Experience in call-center environment with experience using and configuring Alcatel-Lucent CC Supervisor

· Excellent communication and teaching skills required

· Strong coaching and leadership skills and ability to check and adjust to critical feedback

· Strong technical aptitude to provide analysis and to support technology development within the call centers

· Expert level knowledge of customer and employee relationship management

· Demonstrated passion for service and the ability to assist in leading teams to achieve common goals

· Strong problem solving skills and ability to diplomatically persuade others to bring about consensus

· Ability to influence at all levels of the organization

· Strong continuous improvement mindset

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.

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