Customer Service Technical Specialist

The Customer Service Technical Specialist is the interface with customers, field sales, and product management performing activities including quotations, order entry, order status, complaints, returns, etc. For these activities, he/she must coordinate and gather information from various functions including Application Engineering, Manufacturing Engineering, Production Planning and Plant Management. The incumbent must possess knowledge of products, blueprints, processes and product installations. The activities are conducted with specific orientation to the customer and are facilitated with speed, accuracy, the highest quality and a service attitude conducive to good customer relations., 1. Follow up with customer, field sales, or product management on existing quotations, to include but not exclusive of: processing return orders of quoted product or obtain authorization to scrap. Disseminate pertinent information to appropriate personnel, resolving problems as they become known.

1. Follow up with customer, field sales, or product management on engineering design approvals. Disseminate pertinent information to appropriate personnel, resolving problems as they become known. Update NADI with design approval status.
2. Monitor all orders to insure delivery schedules are met. Receive, investigate, monitor, and communicate order status inquiries from affiliates, field sales, and product management as necessary.
3. Support the production planning department by updating order expedite requests, estimated ship dates, and other sales orders as needed. Perform high-volume data entry, to include:

• Review jobs in production and determine which tools need additional PO’s to cover month and request through sales interfacing with customer or customer directly if applicable.
• As parts become available, work with planners to develop a plan to support customer demand and set up the monthly report. Update plan / report with quantity of tools shipped, ref DFR and SA tools reports.
• Support inquiries from manager, customer buyer and customer service and other entities as needed.
• Provide quote for UPCs
• Generate inventory and open PO report - New and Strip and Replate
• Attend and support Scheduled Customer Meetings.

Inventory Management:

• Record incoming tools details in excel file database and compare against packing lists for accuracy.
• Update the excel file database after inspection - indicate good or scrap
• Update the excel file database after inspection - indicate which parts are applied to jobs, date and SO#
• Send inventory report to internal team at least twice weekly showing “good parts” availability.
• Send scrap report to Vallen, Pratt and account Manager Monthly.

Also, provide reporting that supports planners in releasing production orders. Update SAP and NADI with appropriate information.

Requires a BS Degree in Business Administration, Systems or Engineering or the equivalent, as well as 3 to 5 years Customer Service, Business or Engineering experience. A person in this position must possess strong business administrations skills including being well organized, thorough, detail oriented, the ability to prioritize his/her workload as well as follow-up. The individual must be able to execute the complete project management process and have a working knowledge of personal computer systems. SAP knowledge is a plus and Microsoft excel spreadsheet skills are a must. The incumbent must possess strong interpersonal skills and communication skills, including negotiating. The individual must have a working knowledge of INCO Terms and exporting practices.

At Saint-Gobain/CertainTeed, 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 products make the world a more beautiful, safer, and sustainable home.

Being a worldwide leader in light and sustainable construction, Saint-Gobain/CertainTeed designs, manufactures, and distributes materials and services for the construction and industrial markets. Its integrated solutions for the renovation of public and private buildings, light construction, and the decarbonization of construction and industry are developed through a continuous innovation process and provide sustainability and performance. The Group’s commitment is guided by its purpose, “Making the World a Better Home.”