Sr Customer Associate

PURPOSE OF THE JOB

The Customer Service Specialist is responsible for a specific product group and customer base and interfaces with customers on order and delivery issues while developing customer relationships. This position will interact with our commercial sales team; technical product engineers as well as other functions to provide support based on customer requirements and differentiated services. The incumbent will oversee the processing of their customer orders and commit promise dates to customers, resolve problems, and maintain service performance levels satisfactory to the customer and OC. Strong team-building skills are required with business units, sales, materials management, logistics, manufacturing plants, and team members in order to be successful in root cause analysis as well as enhancing our customer's experience with Owens Corning.

A key competency for the successful candidate will be a demonstrated history of enrolling and influencing others across a matrix organization to drive superior results. The successful candidate must have exceptional analytical and communication skills, along with a predisposition for initiating action.

Reports to: This position reports to the Sr Customer Specialist

JOB RESPONSIBILITIES

• Achieve customer satisfaction commitments

• Understand and communicate customer expectations throughout the Customer Support Team, and ensure all services meet customer needs
• Ensure timely and accurate order processing to meet or exceed delivery to promise/request
• Ensure order entry procedures are followed to specifications, and quality metrics meet customers' needs
• Participate in customer visits (both onsite and at customer locations) to better understand customer needs and requirements
• Engage and support the Go To Market strategy based on customer segmentation

• Execute North America Customer Service Continuous Improvement Plan

• Participate in product/business training and utilize tools on a regular basis
• Review scorecards and evaluate individual areas of improvement
• Contribute in C4 process to demonstrate results to the business
• Engage and support TPM Office Pillar leading to increase efficiencies and waste elimination

• Achieve Team Productivity/Accuracy Targets

• Leverage standard work to minimize variation and waste
• Develop and implement productivity projects/programs to enhance processes

JOB REQUIREMENTS

MINIMUM QUALIFICATIONS:

• High school degree, associate or bachelor's degree preferred
• Minimum 3-5 years work experience in customer service and/or supply chain

EXPERIENCE:

• Minimum 3-5 years work experience in Customer Service
• Experience in Continuous Improvement preferred
• Experience making high-impact decisions in fast-paced environment
• Experience utilizing computer programs and Microsoft Office Products

KNOWLEDGE, SKILLS & ABILITIES:

• Experience with Microsoft Office products
• Ability to build strong team alignment and communication
• Ability to coach and guide for results
• Possess strong process and financial acumen
• Possess strong change management skills
• Passion to develop self and engage in IDP
• Root cause analysis based on data

About Owens Corning

Owens Corning is a residential and commercial building products leader committed to building a sustainable future through material innovation. Our products provide durable, sustainable, energy-efficient solutions that leverage our unique capabilities and market-leading positions to help our customers win and grow. We are global in scope, human in scale with more than 25,000 employees in 31 countries dedicated to generating value for our customers and shareholders and making a difference in the communities where we work and live. Founded in 1938 and based in Toledo, Ohio, USA, Owens Corning posted 2024 sales of $11.0 billion. For more information, visit www.owenscorning.com.

Owens Corning is an equal opportunity employer. Except in limited circumstances such as formal apprenticeship programs, Owens Corning does not employ anyone under the age of 18.