At GAF Commercial we cover more than buildings. We cover each other. No matter what role, tenure, or department, under this roof you are helping to build the market leader in commercial roofing. Under this roof, we are assembling a winning team that puts the customer at the center of every decision and doesn't back down from hard work. Under this roof, we support one another in delivering operational excellence daily, while working to make a positive impact for our planet and our communities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most.

Job Summary
Provide the highest level of account management to internal and external GAF customers with respect to all aspects of the Commercial order process including order placement, order management, Jobsite planning, customer and plant follow-up. Maintain solid interdepartmental and customer relationships by addressing questions and concerns with efficiency, accuracy, and professionalism.

Essential Duties

Point of contact for assigned commercial business accounts in regards to managing all aspects of the order management process.Gathers and analyze data in order to process orders and maintain/update existing orders in a timely manner to meet and exceed customer expectationsProvide real-time status information regarding orders to internal and external customersManaging a high volume of communication via emails and calls from customers as well as other departments quickly and accuratelyEnsuring orders are error-freeCommunicating product or procedure changes to the applicable partyCommunicate alternative choices to customers and sales personnel when the product is unavailable. Provide supporting information by educating customers on products or alternative choices.Develop and present internal and external departments with order information and reports as necessary or upon request.Liaison between Customer, Sales, Supply Chain and Plants to ensure all customer/product issues are addressed in a timely mannerFollow through to ensure customer satisfaction, including but is not limited to, making outbound calls and sending emails with regards to scheduled ship date changes, delayed shipments, customer pick-ups, and jobsite order follow up.Provide alternate product options to customers to improve scheduled ship dateMaintain training on all products and processes; attend training sessions as required.Maintain proper customer contact information including email, fax, phone, and contact name, as well as all special delivery instructions, receiving capacity, or product restrictions in the master memo.Process all Returned Material Requests (RMA’s) according to policy; communicate with all necessary individuals to assure timely pick up of material.Assist with special projects as needed and perform overtime as needed.Actively participate in the Customer Care Alternative Workplace and Laptop Programs to ensure business continuity at all times.

Under This Roof, We Require

HS Diploma/GEDMinimum of 3 years related Customer Service experience RequiredInbound/Outbound phone experience RequiredOrder Entry experience Required

Under This Roof, We Also Val

Excellent verbal and written communication skillsBachelor’s Degree in Arts/Sciences (BA/BS) PreferredExcellent listening skills with an ability to fully understand the complexity of a problem and the ability to offer good solutions by providing a high level of customer satisfactionAdvanced ability to multitaskThe ability to work effectively with a team, develop workflows and processes to help improve performance is an essential requirement.Ability to manage and organize information from various channels such as phone, email, and EDIExcellent organizational skills and attention to detailAdvanced problem solving and creating thinking skillsAdvanced time management skillsAdvanced follow-through skills

Technical Knowledge, Skills and Abilities

Advanced telephone techniquesAdvanced ability to navigate a computer systemIntermediate level proficiency in MS Office and Google SuitesIntermediate math skills – The ability to convert one unit of measure utilizing a conversion chart

How We Protect What Matters Most:1. We offer a wide range of health insurance options that include medical, dental, and vision for you and your family. 2. Our Family-Building benefits support the many different journeys to fertility and parenthood. 3. Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions. 4. Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence. 5. Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program. 6. We put diversity and inclusion into action with our Employee Resource Groups, which unite employees based on common perspectives, identities, demographic factors, or out of a desire to be an ally.

GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT.

We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace and GAF, Standard Logistics, SGI, and Siplast are proud to be affirmative action employers. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).