Customer Support Specialist

Pilkington North America, one of the world's largest glassmakers, manufactures and distributes automotive and flat glass for the automotive and building industries. We have been part of the Nippon Sheet Glass (NSG) group since 2006.

Come start your CAREER with Pilkington NSG Group, a power brand and industry leader that trains, develops our team be ready for promotions and growth!

Essential Functions:

• Develops and maintains positive internal and external strategic customer relations, in a team-oriented environment.
• Recognizes customers' needs and problem solves.
• Address and resolve customer issues - supply, delivery, communications, etc.
• Responds to customers' needs and complaints in an accurate, complete, and timely manner.
• Track backorders to customers and update customer spreadsheets/attend weekly conference calls.
• Makes recommendations to senior management on programs to improve the service to customers.
• Has knowledge of export documentation and invoicing.
• Assists customers with order processing via telephone, fax, and e-mail.
• Generates inside sales in a proactive manner and gives support to outside sales team members.
• Directs order processing requirements that impact the customer's needs, such as credits, ROCAs, discounts, addresses, and quotes.
• Gathers and analyzes data concerning department operations and customers' requirements.
• Handles special project implementations as required by senior AGR management to allow for a more proactive fulfillment of customers' needs and requirements.
• Represents truckload/factory direct order processing in the development of new systems or basic process improvement sessions.
• Assists in the development of approved enhancements for current order processing system that affects truckload/factory direct customers.
• Monitors shipping functions to report company efficiency goals and to ensure that customers receive timely deliveries, accurate paperwork, and proper invoices.
• Prepares and reports Customer Service metrics monthly, (Placed Order, Lost Sales, UFR, OTD).
• Audits truckload/factory direct accounts to assure that customer needs are being met.
• Maintains accurate file system for customer orders, canceled orders and returns.
• Ability to maintain stock tracking and allocation program.
• Obligated to keep confidential any information that pertains to customers and competitors.
• Remain up to date on cross training and new procedures within the department.
• Complies with all safety policies and procedures.
• Develops own industry knowledge through utilization of company learning resources and training.
• Adherence to NSG/Pilkington Standards of Business conduct and its Values and Principles.

Qualifications Desired but not required:

• Previous customer service experience in a distribution/wholesale environment
• SAP experience

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off

Location: Urbancrest, OH, US

Posted Date: 11/28/2024