• GAF
  • Customer Service/Call Center
  • Full-Time

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Reporting into the VP - Sales, LL, Ventilation/Specialty & Tech Services, this role will lead and manage the Customer Care & Technical Services teams in order to provide the highest level of customer service to internal and external GAF customers with respect to all aspects of the order process & customer touch points including order placement, order management, product technical needs and customer and plant follow-up. The Manager will coach, counsel, develop, and mentor Customer Care & Technical Services Representatives and monitor their performance. S/he will maintain solid interdepartmental and customer relationships by addressing questions and concerns with speed and professionalism. The manager will act as the Voice of the Consumer to equally improve the products for our customers and our company by:


  • Managing day-to-day operation of Customer Care & Technical Services departments

  • Guiding Customer Care and Technical Services Representatives on achieving goals and improving customer touch points

  • Collaborating with GAF corporate teams to improve customer experience

  • Collaborating internally within LLBP Sales/Marketing group to drive online business as directed



ESSENTIAL DUTIES


30% Customer Service:

  • Deliver a world-class customer care experience to ALL customers

  • Lead and manage day-to-day operation of Customer Care department

  • Drive improvement initiatives of all customer touch points within department to remove customer friction

  • Oversight of all orders to ensure they are entered the same day, error-free, as well as tracking orders to ensure on time and complete shipment

  • Manage contact with IT or incoming customer sources to ensure any issues on orders or shipments are resolved quickly and accurately

  • Facilitate all processes of the Customer Service process including phones, fax, EDI, order intake, RGA, Commerce Hub, and any other means needed to service the customer

  • Partner with QC, Manufacturing and Engineering to ensure all customer/product issues are addressed and resolved in a timely manner

  • Follow through on all items and order issues to ensure customer satisfaction; this includes but is not limited to, making outbound calls or e-mail

  • Complete all Customer communications and orders in a timely manner


30% Technical Service


  • Deliver a world-class technical service experience to ALL customers

  • Lead and manage day-to-day operation of Technical Services department

  • Guide Technical Service Representatives to partner with QC, Manufacturing and Engineering to identify and

recommend potential cost savings opportunities through product design, shipping methods and/or materials used in manufacturing

  • Partner with Technical Service Representatives to generate and maintain reports distributed to QC, Manufacturing, Customer Care Manager and Engineering to review product failure trending

  • Provide Customer feedback to QC and Engineering departments on situational basis, communicating product or procedure changes

  • Provide customer solutions as it relates to installation instructions, troubleshooting, and defective

product analysis, as well as with new warranty replacement orders

  • Upgrade information and act as the driving force for change when updating technical points of contact with our customers including web forms, online, installation instructions, etc.

  • Developing a new Warranty Database as needed, while maintaining accurate information in the current Warranty Database

  • Identifying and reporting product misinformation found in systems, products or online help

  • Issue Call Tags for defective product pickup for analysis by QC or Engineering

  • Guiding the Technical Services department to process Labor reimbursement requests as outlined in the warranty agreement


25% Online Business Building


  • Work Internally within LLBP sales/marketing group to drive online business as directed

  • Examples may include helping develop product information, maintaining product information, verifying all items are represented properly, pricing/promotional ideas, consumer follow up needs are met and responded to, etc.


10% Employee Training & Support


  • Train new hires, supply ongoing training and refresher courses on all products

  • Maintain training on all products and processes. Attend training sessions as required

  • Encourage development of employees through approved GAF channels


5% Flexible Needs


  • Perform other duties as required


LEVEL BASED COMPETENCIES


  • Leadership

  • Adaptability

  • Building Strategic Working Relationships

  • Technical/Professional Knowledge & Skills

  • Stress Tolerance

  • Decision Making

  • Communication

  • Planning & Organizing

  • Coaching & Mentoring


Technical knowledge/skills (entry, intermediate, advanced):


  • Advanced Customer Care supervisory skills, including coaching, counseling, and employee development

  • Advanced knowledge of computerized system

  • Advanced knowledge of order life cycle

  • Advanced PeopleSoft skills


General knowledge/skills (entry, intermediate, advanced):


  • Excellent interpersonal skills

  • Advanced organizational skills and attention to detail

  • Advanced verbal and written communication skills

  • Advanced analytical skills

  • Advanced time management skills

  • Advanced ability to multi-task


Education/Experience:


  • Bachelor Degree or Equivalent Customer Service Experience

  • 5-8 years related experience

  • Experience in manufacturing, especially building materials, is preferred


Dimensions


  • No of direct reports: 2

  • No of indirect reports: 3

  • Budget Responsibility: Yes

  • Travel Requirements: 10%

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Associated topics: customer service manager, customer service team manager, gerente de servicio, guidance, lead, management experience, monitor, operations, operations manager, senior

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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