At GAF Commercial we cover more than buildings. We cover each other. No matter what role, tenure, or department, under this roof you are helping to build the market leader in commercial roofing. Under this roof, we are assembling a winning team that puts the customer at the center of every decision and doesn't back down from hard work. Under this roof, we support one another in delivering operational excellence daily, while working to make a positive impact for our planet and our communities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most.

Job Summary
Provide the highest level of account management to internal and external GAF customers with respect to all aspects of the Commercial order process including order placement, order management, Jobsite planning, customer and plant follow-up. Maintain solid interdepartmental and customer relationships by addressing questions and concerns with efficiency, accuracy, and professionalism.

Essential Duties

• Point of contact for assigned commercial business accounts in regards to managing all aspects of the order management process.

• Gathers and analyze data in order to process orders and maintain/update existing orders in a timely manner to meet and exceed customer expectations

• Provide real-time status information regarding orders to internal and external customers

• Managing a high volume of communication via emails and calls from customers as well as other departments quickly and accurately

• Ensuring orders are error-free

• Communicating product or procedure changes to the applicable party

• Communicate alternative choices to customers and sales personnel when the product is unavailable. Provide supporting information by educating customers on products or alternative choices.

• Develop and present internal and external departments with order information and reports as necessary or upon request.

• Liaison between Customer, Sales, Supply Chain and Plants to ensure all customer/product issues are addressed in a timely manner

• Follow through to ensure customer satisfaction, including but is not limited to, making outbound calls and sending emails with regards to scheduled ship date changes, delayed shipments, customer pick-ups, and jobsite order follow up.

• Provide alternate product options to customers to improve scheduled ship date

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

• Maintain proper customer contact information including email, fax, phone, and contact name, as well as all special delivery instructions, receiving capacity, or product restrictions in the master memo.

• Process all Returned Material Requests (RMA’s) according to policy; communicate with all necessary individuals to assure timely pick up of material.

• Assist with special projects as needed and perform overtime as needed.

• Actively participate in the Customer Care Alternative Workplace and Laptop Programs to ensure business continuity at all times.

Qualifications Required

• Bachelor’s Degree in Arts/Sciences (BA/BS) Preferred

• Minimum of 3 years related Customer Service experience Required

• Inbound/Outbound phone experience Required

• Order Entry experience Required

General Knowledge, Skills and Abilities

• Excellent verbal and written communication skills

• Excellent listening skills with an ability to fully understand the complexity of a problem and the ability to offer good solutions by providing a high level of customer satisfaction

• Advanced ability to multitask

• The ability to work effectively with a team, develop workflows and processes to help improve performance is an essential requirement.

• Ability to manage and organize information from various channels such as phone, email, and EDI

• Excellent organizational skills and attention to detail

• Advanced problem solving and creating thinking skills

• Advanced time management skills

• Advanced follow-through skills

Technical Knowledge, Skills and Abilities

• Advanced telephone techniques

• Advanced ability to navigate a computer system

• Intermediate level proficiency in MS Office and Google Suites

• Intermediate math skills – The ability to convert one unit of measure utilizing a conversion chart

Base salary and/or rate of pay ranges listed are exclusive of fringe