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Saint-Gobain Customer Account Specialist II in Buffalo, New York

Customer Account Specialist II

Position Description

Job Summary

“This Job Matters” What’s the job?


Under the supervision of the Service Center Supervisor or Manager the Customer Service Representative-2 is accountable for establishing a strong customer relationship based on trust and responsiveness to deliver World Class Service to the incumbents’ customer base. The CAS will accurately process customer orders in an efficient manner to ensure we exceed our customers’ expectations. Additionally, the CSR-2 will manage multi-part customer complaints/concerns and be empowered to resolve issues in a timely and professional manner. The CSR is fully proficient in all aspects of the Learning Path and is knowledgeable across all lines of business and regions. The CAS will adhere to policies and procedures currently in place and maintain the required level of service to our customers. The CAS works within the parameters as defined by CertainTeed customer service standards and the Service Advantage guidelines. The incumbent must analyze and respond to fluctuating situations and conditions in such a manner that not only meets/exceeds the expectations of our customer, but considers the overall impact to the business. Proactively resolves customer problems/issues, exhibiting ownership for our customers.

Order Management - 45%

  • Accept, enter, schedule and maintain orders within SAP, Sales Force

  • Order Entry Document Manager (OEDM)

  • Understands and executes all types of order processing (EDI/Business Connections)

  • Verify pricing, respond to inquiries, e.g. inventory availability, production schedule, technical questions, products and policies

  • Ability to build efficient truckloads and schedules in coordination with the traffic department

  • Verify accurate information on ship schedule/OEDM

  • Is a high performer in the CSR Learning Path – achieving agreed upon metrics and demonstrating critical behaviors

  • Understands and correctly provides direction of the Service Advantage for our customer and Sales Team.

  • Communicates when necessary with internal departments regarding Credit and Pricing

  • Expedites hot or special orders as agreed upon with sales and supervisor

Conflict Management – 25%

  • Properly communicates, manages and resolves customer and sales issues in a professional and empathetic manner

  • Address and correct customer service issues, forward issues to appropriate department, continued follow-up through resolution to ensure overall customer satisfaction

  • Collaborate with cross-functional teams to expedite orders

  • Perform backorder coordination/shipping

  • Maintain customer records within all software databases

  • Communicate any schedule delays in customer orders in a timely manner

  • Manage the Return Material Authorization (RMA) process within agreed upon policy, ensuring customer satisfaction, while ensuring guidelines and goals are achieved.

Customer Service Supply Chain Support – 30%

  • Cross train to gain understanding of the functions within Supply Chain to effectively support the overall Siding Products Group.

  • Provide coverage for time off, peak periods and perform at the Learning Path proficient level and as a high performer in all aspects of customer service and related cross trained function(s).

  • Maintain customer records within all software databases

  • Manage the Return Material Authorization (RMA) process within agreed upon policy, ensuring customer satisfaction, while ensuring guidelines and goals are achieved.

  • Maintain customer records within all software databases

Required Qualifications

“Your Skills Matter" What do you bring?


  • A combination of formal education such as Bachelor’s Degree, Associates Degree with certifications and/or at least2-4 years of progressive customer service experience

  • Excellent communication skills

  • Excels at interpersonal and relationship management skills

  • Prior experience with the ability to successfully resolve conflict

  • Strong ability to multi-task

  • Some exposure to building products and/or retail industry preferred

  • Developed systems aptitude and Microsoft Office skills

  • SAP experience required

  • Flexibility in working hours 7:30am – 6pm with some overtime and occasional weekends

Additional Description

“You Matter to Us” What are our perks?

We provide unique options to fit your unique lives! Our Total Rewards Program is customizable to accommodate your needs. Ourmenu of flexible options ( includes, but is not limited to:

  • Excellent healthcare options: Medical, vision, prescription & dental

  • Family Focus & Balance: Parental leave, paid time-off and Employee Assistance Program

  • Financial Security: Competitive 401(k), Company-funded Retirement Accumulation Plan and Employee Stock Purchase Program (PEG)

  • Tuition Reimbursement: Continuing education for every season of your career

  • Pet Insurance options: Insurance plan & prescription discount program for your furry friends

  • Employee Recognition Programs

  • PerkSpot: Our exclusive one-stop online discount marketplace

  • LiveWell: Rewarding you for living a healthy lifestyle

Company Summary

“What We Do Matters” Why work for 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 productsmake the world a more beautiful, safer, and sustainable home ( .

Legal Statement

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.

Customer Account Specialist II

Location: Buffalo, New York

Posting Date: 07/20/2022

Job Code: USA02635

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