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Customer Account Specialist At James Hardie

Location: Chicago, Illinois

Job Description

Position Description


Position Title


Customer Account Manager – Chicago, IL


Department


Supply Chain: Customer Ops


FLSA Status


Non-Exempt


Review Date


10/25/2019


Grade


Position Summary:

As a member of Customer Operations, you are part of a fast-paced, critical thinking, and high pressure environment. Our representatives are always on top of their game, constantly providing support to not only our customer base, but all facets of Supply Chain. You will be held accountable for issue resolution via phone and email, order entry, as well as providing status updates from when an order is placed to when it is delivered. We pride ourselves on constantly improving our processes, which means part of your success at James Hardie includes brainstorming and creating new ways to be more efficient. Our Customer Operations team is highly metric based, which means we expect exceptional results every single day, no exceptions.


The Customer Account Manager collaborates with the rest of the Customer Operations department to deliver top-notch service to our key accounts. In addition to daily responsibilities, the Customer Account Manager will also work on projects to identify ways to become more integrated with our key accounts as well as provide better service. The Customer Account Manager is expected to build strong rapport with their accounts to provide a high level of service, and work to strengthen the “superhighway” between James Hardie and our key accounts. Each Customer Account Manager will handle several specific accounts and is expected to manage their own time and prioritize their own workload to best manage these accounts.


Position Requirements:


  • Knowledge, Skills, and Abilities (Required):
    • Knowledge of supply chain, manufacturing, transportation, logistics, and customer service.
    • Demonstrated ability to act cross-functionally with proficiency to be a functional backup from time to time in another department, as needed.
    • Demonstrated ability to function as a strong team player.
    • Superior interpersonal and written/oral communication skills.
    • Demonstrated ability to build strategic working relationships while holding others and self-accountable for deliverables.
    • Demonstrated ability to act independently upon information and make decisions that achieve optimal results.
    • Ability to successfully manage multiple tasks and prioritize workload while paying attention to detail.
    • Demonstrated ability to identify and understand issues or problems using data and subsequently, use effective approaches for choosing a course of action or developing an appropriate solution.
    • Ability to collaborate effectively to develop action plans in reaction to issues while still ensuring a high-level of customer service.
    • Demonstrated analytical skills with the various features of spreadsheet and basic software (Microsoft Excel, Word, PowerPoint, Outlook, Internet, and other proprietary software).

  • Education/Experience:
    • 1-3 yrs. working experience, preferably in a customer-centered, high urgency environment
    • Experience operating under minimal supervision, acting in an autonomous manner
    • Strong multi-tasking and critical thinking skills
    • Exceptional attention to detail + heavy data-entry experience
    • Bachelor’s degree in related field of Business, Economics, Engineering, or Supply Chain preferred but not required


  • Competencies:
    • Building Strategic Working Relationships: Developing and using collaborative relationships to facilitate the accomplishment of work goals.


    • Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.


    • Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.


    • Applied Learning: Assimilating and applying new job-related information in a timely manner.


    • Innovation: Generating innovative solutions in work situations; trying different and novel ways to deal with work problems and opportunities.


    • Managing Work (includes Time Management): Effectively managing one’s time and resources to ensure that work is completed efficiently.


    • Work Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

#LI-DT15

James Hardie is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability. Equal Employment Opportunity is the law.