Customer Service Representative

Overview

The Customer Service Representative (CSR) will manage all aspects of Intercompany Order Management for Elevate Commercial Roofing and Lining and the Duro-Last product lines of business of Holcim Building Envelope. The CSR will support goals and objectives to ensure operational excellence. They will work closely across all of Holcim's businesses to ensure order management efficiency. The CSR will closely manage daily orders proactively and be responsible for the end-to-end processes. There will be a focus on problem-solving, utilizing root cause analysis methodology.

This role will work cross-functionally to identify opportunities for continuous improvement of procedures, processes, and practices with coordinated efforts with all Teams internally and externally.

Duties and Responsibilities

• Customer Order Management

• Coordinate order management with Supply Planning, Logistics, and external Sales considering scheduling guidelines, Sales input, and facility capacity;

• Support resolution with Credit management and product management to support order accuracy and on-time delivery;

• Utilizing SAP functionality, urgently manage all aspects of order management and delivery to meet demand and Customer requirements;

• Review proactively with daily order scanning to mitigate supply and capacity issues to identify potential Customer impacts for on-time, in-full delivery performance;

• Utilize root-cause problem-solving skills to effectively manage daily issues

• Proficiency in understanding and utilization of work standards and process mapping to deliver consistent results;

• Proactively identify Customer issues and assign them appropriately in the Customer Experience portal for cross-functional resolution and closure;

• Actively manage Customer expedited requests for closure and delivery;

• Accountable for working with external vendors to manage drop shipments directly to Customers, PO management, and resolution for order discrepancies to ensure on-time invoice accuracy;

• Collaborate with Logistics and Supply Planning to process returns, expedite products, and other customer requests/ queries;

• Partner with Procurement category managers in support of the management of Direct-to-Customer experience.

• Supply Chain & Distribution

• Execute order management in alignment with Holcim processes and procedures for cost control;

• Ensure problem resolution for SKU/ site mix issues to ensure accurate ATP delivery;

• Support new product launches with UAT by shipping point; along with product knowledge and strategy to service Customers throughout the network;

• Support dispositioning of slow-moving and obsolete materials;

• Coordinate and identify issues to drive effective decision-making for improvement;

• Lead various cross-functional projects to improve efficiency across Teams.

• Working Conditions

• Minimal travel (on an ad-hoc basis).

Qualifications

• Bachelor's degree;

OR

• Equivalent Customer Facing experience, Supply Chain, or E2E Integrated Team in a Manufacturing Environment;

• At least five (5) years directly related experience.

• Other Requirements

• Knowledge of SAP, Microsoft Office, and other ERP systems (required);

• Analytical capability and problem-solving;

• Excellent communication and Problem resolution management skills.

YOUR HOLCIM EXPERIENCE

At Holcim, there is endless opportunity for you to play your part. Whether you're in a technical, managerial, or frontline role, you can shape a career that works for you. With us you'll have the chance to embrace the passion we share for our planet. You'll be encouraged to seek out diverse perspectives, share your ideas and build the skills and connections you need to perform at your best. Because it's only when we work together in a culture where everyone thrives, that we can build the world we all want to live in.

Nearest Major Market: Nashville