Job Description

Relevant de la directrice du SAC, l' Associe(e) Sr Service a la clientele a pour objectif d'augmenter la satisfaction et la fidelisation des clients privilegies ou des exigences particulieres en repondant aux questions, en expliquant les produits, en fournissant des informations, en executant les commandes.



L' Associe(e) Sr Service a la clientele doit incarner les valeurs de l'organisation:

Curieux(ieuse), Bienveillant(e), Collaborateur(trice), Engage(e)


Grace a ses connaissances techniques, des clients, des procedures, du fonctionnement de l'entreprise et la maitrise des logiciels, il/ elle est responsable des clients lui etant attitres aupres de ses collegues de travail. En plus d'entrer toutes les commandes avec exactitude et de chercher des informations efficacement, son expertise l'amene a voir au-dela des demandes clients pour reperer les problemes potentiels et analyser adequatement les rapports quotidiens afin d'apporter des actions correctives. Il / Elle procede au soutien de l'equipe dans les commandes liees a ses comptes. Il est attendu que les communications refletent un haut niveau de professionnalisme autant dans l'ecrit que verbal. Il / Elle connait, comprend, respecte, applique et explique ses regles et pratiques (Ex. SOX).



Responsabilites

Analyser et valider les informations recueillies sur le PO et aupres du client pour executer les types de commandes suivantes a l'aide des configurations appropriees au logiciel SAP :



Appliquer les procedures d'entrees des commandes manuelles + Niveau 1
+ Commandes de reprises
+ Commandes fournisseurs
+ Echantillons (Showroom)



Entrees de commandes preconfigurees + Niveau 1
+ Verification des commandes customs





Entrees des commandes d'echantillons + Niveau 1

Verifier les dates de livraison des commandes pour en informer le client, s'assurer de la faisabilite des demandes et coordonner les livraisons des differents items





Niveau 1


Pour les livraisons necessitant une verification d'inventaires

Accompagner le client du debut de la commande jusqu'a la livraison et suivre les echeanciers

Analyser et verifier les informations d'une commande pour reperer des problemes potentiels lies a la production, livraisons, prix, configuration du produit.

Trouver des solutions innovantes pour atteindre les exigences des clients.

Offrir un support technique de base client pour problemes LDQS - (Appliquer la procedure troubleshooting de l'informatique)

Credit

Comprendre le processus pour traiter les reclamations, au besoin, et assurer les communications aupres du client.

Soumissions



A l'occasion, lire les courriels clients, analyser et comprendre les demandes et valider les besoins du client afin de creer une soumission dans SAP.

Analyser et valider les rapports des commandes quotidiens SAP, porter actions en cas d'anomalies ou ajustements



Competences / connaissances / experience requises Detenir un diplome de niveau secondaire ; Avoir une experience de (2) annees dans un poste d'agent a la clientele similaire, preferablement dans l'industrie manufacturiere ; Bilinguisme obligatoire tant que parle qu'a l'ecrit ; Communiquer avec clarte, exactitude et efficacite, autant a l'ecrit qu'a l'oral ; Concentration soutenue requise; Habilete a travailler dans un environnement a aire ouverte; Bonne gestion du temps et priorisation des taches a effectuer; Applique les directives et procedures en place; Avoir une connaissance de base des logiciels de la Suite Office et d'Outlook ; Developper de bonnes connaissances du systeme SAP pour executer les commandes et pour rechercher des informations importantes aux clients ; Demontrer de l'empathie et de l'ouverture, agir avec patience, courtoisie et professionnalisme Travailler en equipe et avoir le sens de la collaboration. Accepter la retroaction et les commentaires constructifs Maitriser les systemes SAP et LDPC Connaitre les produits et expliquer le processus de fabrication Connaitre le fonctionnement des differents departements et de l'entreprise Maitriser l'ensemble des procedures et les appliquer Demontrer un haut niveau de professionnalisme dans ses communications


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Reporting to the Customer Service Manager, the customer service representative's objective is to support the satisfaction and loyalty of regular customers by answering questions, explaining products, providing information, and executing orders accurately. The agent must embody the values of the organization:

People are key Integrity under pressure, Hold the door open, Flexibility in every fiber, Results hinge on accountability Crossing the threshold


He/She uses software to enter orders accurately and SAP software to search for information efficiently. He/She knows the company and its products, understands, respects and applies its rules and practices (Ex. SOX). He/She constantly seeks to develop expertise in the products offered to support customers in the ordering process and offer a service that meets the organization's expectations. Communications are expected to reflect the standard of professionalism both written and verbal.


His/her role involves aiding customers by executing most orders according to established procedures and validating price configurations. He/she examines requests, assesses possible problems, clarifies his/her understanding with the client and/or with an internal reference. He/She answers questions (e.g. product availability, pricing or shipping) and concerns courteously and documents orders in the computer system. The agent works closely with the customer service team, helping when needed. He/she participates in the establishment of a healthy and harmonious climate.

Responsibilities

Analyze and validate the information from the PO and from the customer to execute the following types of orders using the appropriate SAP software configurations:

Apply manual order entry procedures + Samples (Doors)
+ Non preconfigured doors
+ Components



Apply preconfigured order entry procedures + Door with or without customer reference number / drawing #
+ Custom
+ Door / Stock order



Apply sample order entry procedures: + Small samples / UPS (Corners, Glass, Doors, stiles, rails, veneer, moldings, etc.)

Check the order delivery dates to inform the customer, ensure the feasibility of requests and coordinate the deliveries

For standard deliveries + Examples: UPS, special orders, stock orders, etc.
For Sidelight / Transoms / Doors / Jambs deliveries For deliveries with limited quantities listed in the updated product list

Support the customer from the start of the order until delivery and follow deadlines using SAP transactions

Respond to questions and requests from customers

Cancellations, ETA Adjustments to delivery dates Order changes (Quantity, new lines)

Provide basic customer technical support for LDQS issues - (Apply the IT troubleshooting procedure)

Analyze and validate daily SAP order reports, take action with the relevant authorities in the event of anomalies or required adjustments.

Understand the process for transferring complaints/credits to the internal credit specialist and ensure proper communications with customers.

Understand the internal quotes process and ensure communications with customers.

May be called upon to support task training.

Required Skills/Knowledge/Experience

Highschool diploma; Have (2) years of experience in a similar customer agent position, preferably in the manufacturing industry; Perfectly Bilingual, both spoken and written; Communicate with clarity, accuracy and efficiency, both written and orally; Sustained concentration required; Ability to work in an open-spaced environment; Good time management and prioritization of tasks to be carried out; Applies the directives and procedures in place; Have basic knowledge of Office and Outlook software; Develop basic knowledge of the SAP system to fulfill orders and to retrieve important information for customers; Develop basic product knowledge. Demonstrate empathy and openness, act with patience, courtesy and professionalism Work as a team and have a sense of collaboration. Accept constructive feedback and comments.

LI-BB1

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About Owens Corning

Owens Corning is a residential and commercial building products leader committed to building a sustainable future through material innovation. Our products provide durable, sustainable, energy-efficient solutions that leverage our unique capabilities and market-leading positions to help our customers win and grow. We are global in scope, human in scale with more than 25,000 employees in 31 countries dedicated to generating value for our customers and shareholders and making a difference in the communities where we work and live. Founded in 1938 and based in Toledo, Ohio, USA, Owens Corning posted 2024 sales of $11.0 billion. For more information, visit www.owenscorning.com.


Owens Corning is an equal opportunity employer.