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Customer Operations Rep. At James Hardie

Location: Chicago, Illinois

Job Description

Position Description
Position Title
Customer Account Representative – Chicago, IL

Department
Marketing – Repair & Remodel
FLSA Status
Non-Exempt

Review Date
5/17/19
Grade

Position Summary


The Customer Account Representative supports the repair and remodel segment by maintaining customer relationships with the highest level of service, supporting the R&R Marketing team with administration of the James Hardie Contractor Alliance Program, providing timely and accurate follow-up, and demonstrating a positive, friendly attitude for engagement.

The Customer Account Representative coordinates information provided by other functions within the company including segment management, sales, marketing, IT, and accounting. Additionally, the Customer Account Representative maintains accurate information and customer profiles within our database and often utilizes other software applications like Salesforce.com.

The Repair and Remodel Segment is the largest building-products segment in North America and James Hardie is the world’s largest siding manufacturer. This segment is a strategic priority for the business, and this position will have a high degree of contact and interaction with both customers and internal team members. Occasionally, the Customer Account Representative provides functional backup to other areas of Customer Operations. The Customer Account Representative reports to the R&R Marketing Manager.

Position Responsibilities


Provides exceptional customer service, including building and maintaining effective internal and external customer relationships by: (60%)

  • Answering telephone calls from both internal and external customers, assisting homeowners with questions related to James Hardie’s contractor programs, resolving customer concerns within guidelines, responding to requests for information, and coordinating information between various facets of the company;
  • Following up to requests for information and communication including faxes, email messages, voice mail messages, and text messaging;
  • Working with contractors to track their James Hardie jobs;
  • Coordinating information flow between customers, segment management, sales, and marketing;
  • Resolving customer concerns or issues within guidelines and escalating issues to management as needed;
  • Communicating accurate information regarding program requirements, status, and renewals;

Provides data management and analysis by: (40%)
  • Auditing submitted jobs for accuracy in the company’s proprietary Customer Relationship Management (CRM) system;
  • Running reports and managing data accordingly, examples include the Job Tracker Report and Attachment Rate reports;
  • Forwarding errors related to Company systems to the appropriate parties to resolve identified issues; and,
  • Participating in projects to improve accuracy, effectiveness, or efficiency of the system or process.

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.


Quantitative Dimensions

Decision Making:

The Customer Account Representative makes decisions that are data driven and based on existing procedural documents.

Supervisory/Lead Responsibilities:

The Customer Account Representative does not have any reports or supervisory/lead responsibilities.

Scope of Position:

The Customer Account Representative functions as a member of a team accountable for ensuring order accuracy, customer satisfaction, and achievement of Company objectives.

Position Requirements


Knowledge, Skills, and Abilities:
Required:

  • Willingness to work as part of a team and contribute to the success of the group.
  • Demonstrated ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively.
  • Demonstrated advanced skills with the standard features of various personal computer word processing and spreadsheet software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software).
  • Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
  • Strong attention to detail.
  • Ability to handle multiple tasks simultaneously in a timely manner.
  • Ability to follow existing procedures and to identify efficiency opportunities and suggestions for areas of potential improvement (preferred).
  • Ability to type quickly and accurately (at least 40 wpm preferred).
  • Ability to manage calls (within ACD phone system preferred).
  • Willingness and ability to travel if needed for training or functional support, typically less than 5%.

Education/Experience:
Required:

  • Bachelor’s Degree in Business, Communications, or related field.
  • One or more years of experience within a customer service, inside sales, or order entry role (preferred).
  • Experience with CRM application within an SAP environment (preferred).

Competencies:

Customer Focus: Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
Applied Learning: Assimilating and applying new job-related information in a timely manner.
Adaptability: Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new structures, processes, requirements, or cultures.
Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Contributing to Team Success: Actively participating as a member of a team to move the team toward the completion of goals.
Stress Tolerance: Maintaining stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.