Job Description

WHY DO WE NEED YOU?

The Bailey Group of Companies, a proud subsidiary of Saint-Gobain, stands tall as part of the world's largest building materials company. With a 360-year legacy of innovation and growth, Saint-Gobain leads the way in sustainable product development and environmental responsibility. Saint-Gobain North America's commitment to excellence has earned it recognition from the Top Employers Institute as one of the best workplaces in North America and Canada. Join us and be part of a future where innovation meets sustainability!



Bailey, founded in 1950, is a Canadian industry leader with manufacturing locations in Ontario, Quebec, Alberta, and British Columbia, producing roll-formed products and providing steel slitting services for the commercial and residential construction industry. Our people, products, and industry are our pride while innovation and our customers are at the core of our business. Our associates are the key to achieving our vision of being the leaders in this industry, which is why we work hard to create a safe and healthy work environment where associates can achieve growth and development.



The Customer Service Specialist plays a vital role in delivering exceptional service across multiple channels, including in-person interactions, email correspondence, and phone support. This position requires professionalism, attentiveness, and a commitment to resolving customer inquiries, addressing concerns, and processing transactions efficiently. As a company ambassador, the Customer Service Specialist fosters positive relationships, ensuring every customer enjoys a seamless and supportive experience.

IS THIS JOB FOR YOU?

Duties and Responsibilities

The responsibilities and accountabilities of the position include but are not limited to the following:


Answer phones quickly, professionally, courteously, and direct incoming calls to appropriate individuals. Record and enter customer purchase orders received via phone or email, quickly, accurately, courteously, and professionally. Field and respond to inquiries regarding products, service, pricing, lead time, delivery, returns, and complaints. Research and resolve customer problems, acting as the liaison between other departments when necessary. Understand and emphasize product features and benefits. Handle inbound, unsolicited prospect calls and convert them into sales. Review customer purchase orders and identify opportunities for upselling. Manage a specific customer base or product segment as assigned providing complete customer service. Establish and maintain relationships within the assigned account base and with outside sales force. Inform customers and co-workers of delivery requirements for orders and co-ordinate, if necessary, specific arrangements for deliveries as per the customer's request. Support reception/front desk duties where required. Work closely with the National Customer Service Manager to develop and implement a continuous improvement process within the Customer Service Department. Work closely and effectively with Sales, Production, Supply Chain and Shipping to resolve issues and to develop new ideas and strategies to improve customer service. Maintain a high standard of professional knowledge, ethics and practices when dealing with customers, suppliers, peers, subordinates, supervisors, and other key stakeholders of the company. Conduct oneself in a professional manner that reflects integrity and respect towards customers, suppliers, peers, subordinates, supervisors, and other key stakeholders of the company. Understand, support, and adhere to the company's health and safety polices, programs and procedures by communicating and promoting health and safety awareness. Participate in the company's quarterly inventory count. Other responsibilities and accountabilities as assigned by the National Customer Service Manager or Customer Service Supervisor.

Core Competencies

Exceptional organizational skills Written and verbal communication skills High attention to detail Self-starter with the ability to work in a fast-paced environment

Requirements

Customer Service experience, ideally in a manufacturing environment Experience using SAP Experience in building materials or construction is an asset University degree or College diploma is an asset

TO MAKE SURE NOTHING IS FORGOTTEN

Working Conditions

Office environment Some overtime may be required Travel may be required

A LITTLE MORE ABOUT US

WHY WORK WITH 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 our products make the world a more beautiful, safer, and sustainable home.



Job Reference: CAN01453