Job Summary

The Customer Care & Administrative Specialist position is responsible for managing the administrative tasks in the Customer Experience Department while providing general administrative support for the SGP Department. Majority of time, (75%) will focus on activity to support the customer experience through performing critical tasks and managing their workload to meet customer expectations and established deadlines. The incumbent may also manage special projects as assigned. General Administrative support will include organizing various department meetings within SGP Department and assisting with preparation and details required. As a critical member of the Customer Service Team, the Customer Service Support Specialist role contributes to ensuring a high level of customer satisfaction and a positive customer experience in a high pace environment.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Systems Management:

• Regular activities to support the customer ordering, processing, and invoicing systems
• Administer the daily invoicing process of miscellaneous shipments for multiple warehouses and key accounts
• Process, review, and send customer invoices ensuring accuracy, particularly of miscellaneous fees, i.e. pallets, tariff, container fees
• Issue approved credits, rebills, and debit memos for all plants; code credits to report on monthly
• Print to pdf dated order acknowledgments; send to customers and CSR
• Administer the process for updating or creating new customers managing master data in accordance with Ceramics rules

Customer Interaction:

• Monitor Customer Experience Department general email box and 800 line; forward emails, process sales leads, and respond to messages accordingly
• Manage sample requests to include completing and submitting new account form for approval; enter sample request order into ERP, and update Salesforce with ship date
• Manage Salesforce leads assigned to customer service providing customers with requested information or reassigning the sales lead to the appropriate individual
• Generate ideas to improve our direct interaction and relationship with key customers for SGP

General Administrative (25% of function):

• Organize SGP business team meetings, team buildings, dinners, etc.
• Organize meeting/lunches through Epicurean Feast for in-house events
• Order SGP department office supplies/ coffee supplies
• Plan and organize annual SGP Christmas party
• Assist visitors with travel arrangements (hotel, airport limos, meeting rooms, etc.)

Required Qualifications

• Strong organizational, prioritization, and time management skills.
• Be an effective communicator via email, verbal, and in presentation of information
• A demonstrated ability to multi-task, prioritize and manage time effectively in a fast-paced, changing
• environment with minimal supervision
• A professional demeanor, be reliable, personable, trustworthy and a team player
• A high sense of urgency in order to meet deadlines
• Excellent computer skills required: Microsoft Office 365, ERP system, Salesforce experience is a plus, Exact, QAD, SAP is a plus
• Minimum of 5 years’ customer service/ administrative experience required

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.

Saint-Gobain is an industry leader with thousands of talented team members who are dedicated to one unified purpose: We bring well being to people by creating great living spaces and improving daily life. You’ll find us wherever people live, work, play, move and heal. Driven by people with unique ideas and a passion for excellence, our businesses manufacture world-class products for a broad range of engaging industries.