If you want to reshape the world and discover your greatest potential, Saint-Gobain provides one-of-a-kind opportunities for innovative problem solvers. We're one of only two companies in the world that is consistently recognized as both a top Global Employer and a Top 100 Global Innovator, but Saint-Gobain's remarkable story and culture of innovation begins with a team of nearly 200,000 creative, diverse and passionate team members collaborating across the globe. We are committed to our mission to improve lives because, every day, we witness the enormous impact of our efforts on the world around us.

The Customer Care Specialist Level 2 (CCS2) is a customer focused, patient, empathetic, and passionately communicative customer advocate. The incumbent will need to be able to seamlessly put themselves in the customers’ shoes and advocate for them when necessary. The CCS2 will serve as the initial point of contact with customers, providing validation within key systems, enter orders and advocate for assigned customers. The CCS2 needs to be able to coach customers through decisions and issues related to their online ordering experience. The role will require problem-solving and handling mid-level customer account needs. Other key responsibilities include being able to effectively communicate pricing variances, specifications, and key deliverables to customers and internal staff.

Responsibilities include:

• Provide excellent customer service by listening to customers regarding the service we provide and find the best solution for the customer

• Articulate the value proposition to our customers

• Assist mid-level customers as well as some high-value customers with order entry, tracking, and shipping details

• Strategically navigate customers through their lifecycle within our organization and tools

• Effectively and efficiently communicate with customers by phone, email and/or in person to receive orders, cancellations, and changes in product(s) or to clarify needs and requirements

• Communicate changes, delays, requests, etc. to sales representatives, manufacturing team and customers as appropriate Train customers in online tools and resources as necessary to meet their needs

• Execute our customer solutions and order management processes

• Implement identified process changes and improvements by ensuring proper training of customer care team members

• Identify problems that might arise from operations with the use of ethical procedures and professional judgment

• Coordinate shipment of product, expediting shipments, arranging pick-up of defective product, etc. with shipping department

• Accurately manage customer inventory, production backlogs, invoices, and other administrative records Work in a manufacturing facility and engage with multiple levels of quality, production, product management, and material/scheduling professionals to ensure flawless execution of customer orders and return requests

• Resolve mid-level customer issues with effective problem-solving skills to retain customers

• Refer high dollar complaints to Customer Care Lead as outlined in the escalation process

• Maintain excellent knowledge of our products and services in order to understand the customer’s needs

• Handle complaints concerning billing, product or services rendered, by providing timely solutions to the customer, referring high dollar complaints to correct escalation team members

• Interact with Quality Assurance and work with appropriate departments to identify root cause and corrective action for future improvement to customer experience

• Bachelor's Degree Preferred 5-7 years direct customer contact and communication required, with 1-3 years of increased responsibilities and leadership roles
• Excellent communication, presentation and organizational skills, the ability to interface across functions and ability to provide solutions on the fly, capability to work autonomously at times, the perseverance and the ability to self-regulate, and project management skills with the ability to balance multiple projects and tasks
• Knowledge of Customer Relationship Management (CRM) Software is preferred.

Saint-Gobain’s innovations touch almost every major industry around the world, Composite Systems is comprised of three business units including Films & Fabrics, Tape Solutions and Thin Films. Our ambition is to provide innovative solutions that combine material science, processing technology and design to save energy, provide protection, improve comfort, and give peace-of-mind to our customers. Our unique performance is delivered by passionate people, empowered to collaborate closely with our customers and solve their toughest challenges.

Our team members recognize that we all create the environment for people to succeed, with a culture built on respect, open and honest communication, and honoring our commitments to our customers and each other. And at the heart of our culture, we’ve learned working together makes good ideas, great ones.

With a legacy dating back more than 350 years, Saint-Gobain offers employees the stability and security of a leading Global 500 corporation while operating like multiple small and agile start-ups, where entrepreneurial spirit, pioneering teamwork, and bold, forward-thinking ideas pave new paths.

Every team member is encouraged to develop and leverage their unique expertise and strengths to make the greatest impact on the company and our end users. At Saint-Gobain, you’re empowered and equipped with countless opportunities and resources for professional development. You will find the support you need to create a vision and roadmap for your career, and make that vision a reality.

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.