Customer Services | Saint Gobain

Customer Services

Saint-Gobain, the world leader in the habitat and construction markets, designs, manufactures and distributes building materials, providing innovative solutions to meet growing demand in emerging economies, for energy efficiency and for environmental protection. Saint-Gobain is a welcoming, solid, open-minded company that offers long-term career opportunities.

 

Ireland’s leading manufacturer of plasterboards and plaster based dry-lining solutions. Since 1936 we have provided innovative, cost-effective and reliable products that meet the demands of the construction industry. We have been involved in many of the biggest and most prestigious commercial building projects in Ireland since the 1940’s. We are determined to remain at the forefront, as market leader, continuing to provide innovative and sustainable design solutions.

 

Position description

Role Purpose

Working within a small team Customer Service are responsible for providing world class customer service to all external Gyproc and Isover customers including merchants and contractors and all internal customers including Sales and Marketing, Finance and Operations.

Key Accountabilities

  • Interact with and support customers through email, phone and fax

  • Accept customer orders through email, phone and fax and directly enter onto SAP

  • Drive repeat sales of customer top 10 products using SAP tools

  • Drive sales of Mixed Products through pro-active customer sales activities

  • Maintain and achieve daily and weekly KPI's in relation to customer communication and support, as well as order processing & management

  • Drive cross product sales using SAP

  • Maintenance & utilisation of 3PL manifest with customer shipment information

  • Drive Sales through targeted customer programmes in co-ordination with sales team

  • Co-ordination of customer milk run deliveries with 3PL and customers to ensure load optimisation and increased sales

  • Drive sales of Value Added Products using SAP

  • Responsible for the delivery of customer service activity within Gyproc and Isover using agreed processes and procedures

  • Support Sales Team with pro-active reporting, query resolution and ownership

  • Manage customer changes on SAP with reasons code as appropriate

  • Creation, printing & distribution of SAP loading dockets

  • Manage and communicate delivery updates to customers to support the National Delivery Strategy

  • Co-ordination with Supply Chain team on purchased product availability

  • Manage customer product information requests to ensure satisfactory and timely responses using Technical Team support if required

  • For Isover orders, manage product price changes on SAP as per agreed 'Special Price Lists' and 'Spot Pricing' files including closed loop responses with Sales Team

  • Minimisation of Haulage Costs through Load Optimisation (Load-Fill) on all deliveries

  • Manage customer complaints to ensure satisfactory customer outcomes and root cause analysis

  • Management of 'Non Conforming Board' sales in conjunction with CS Team

  • Supports integration of team activities to proactively support the Customer Facing Centre of Excellence

  • Responsible for the achievement of agreed performance KPI’s including Customer Service Index (CSI)

  • Responsible for agreed levels of sales growth as part of a team

 

Profile description

  • Business Diploma or equivalent
  • MS Office
  • SAP

Skills/Experience/Bahaviours Required

  • Proven experience in a similar Customer Service role
  • Good communicator, coach and ability to Lead
  • Good listening and Communication Skills
  • Customer Service orientated
  • Selling capability
  • Excellent Telephone Skills
  • Strong Typing Dexterity
  • Excellent people skills
  • Ability to remain calm under pressure
  • Capable of empathy with the customer
  • Problem solving ability
  • Awareness (= always switched on , capable of multi-tasking to manage customer issues)