Job Title: Customer Account Representative
Requisition Number: CUSERV-3002
Interest Category: Administrative / Customer Service
Hourly/Salary: Hourly
City: Chicago
State: Illinois
Country: United States
Shift: Days
Job Description:
Customer Account Representative
Chicago, IL
GROW YOUR CAREER WITH AN INDUSTRY LEADER!
Many companies claim they are dynamic, aggressive and provide growth opportunities. At, James Hardie Building Products we are all of that and much more.
The floorboards of our business model are simple. We seek communicative, bright, creative, aggressive, and driven candidates. We provide excellent training to give you the tools necessary to succeed and launch your career. This is a unique opportunity for candidates who have a competitive drive along with the personal need to be the best at what they do and to be affiliated with and industry leader. James Hardie Building Products is not for everyone. We are very selective of whom we hire. If you’re ambitious and looking for more than just a job, make James Hardie your career.
At James Hardie, you will find a fast-paced, high-energy work environment. We seek to maintain an entrepreneurial atmosphere where people are empowered to "run with" their part of the business and make it successful. As one of the fastest growing companies in the building materials sector, you will have significant career opportunity for advancement. You have potential to move laterally, move to other departments, or move up to a higher position. You have the power to plot your own career path.
About the Position
As a Customer Account Representative you will have a highly interactive 6 week training program on using CRM systems. During your training you will have computer courses, individual one-on-one training on specific aspects of the job and an ample amount of shadowing on everyday tasks. This allows you to gain job knowledge and polish your skill sets. As you show your mettle and prove yourself in your current position, we want you to pursue new opportunities both in the department and across the business when you’re ready for more. You might desire more challenges, want to develop skills in another area of the industry, or see the need for a new position.
TEAM STYLE:
Work Hard then Play Hard!
The Customer Operations department is an energetic, smart, highly motivated, solution oriented, and result driven team that reflects our overall goals as a company. It is a learning atmosphere and is constantly working together on your team and within the company including Sales, Transportation Management, Logistics, Credit, and Production Planning to provide excellent B2B customer service.
Because of our teamwork environment, our staff interacts and pursues interests outside work together such as joining leagues sponsored by the company, teambuilding activities, or just grabbing dinner and drinks after work.
MANAGEMENT STYLE:
Customer Account Representatives report to one of the Customer Operations Supervisors. The CO Supervisor provides a fun work environment that includes team building activities (i.e. bowling & pizza) while still holding high standards and manages your day to day activities to help run the business. They also provide coaching and support to achieve the individual and team metrics. The department operates under a specific schedule to meet the needs of our customers but encourages independent problem solving and teamwork within this schedule and does not micro-manage your work. We are open to ideas from anyone and are always looking for ways to improve efficiency in the Customer Operations department.
Responsibilities:
Critical Task Management
- Action oriented
- Organized and detail oriented
- Ability to execute the task at hand and prioritize work to ensure productivity
- Attention to detail
- Problem Solver
- Excellent comprehension with the ability to understand and communicate the issues that arise
- Ability to approach a problem logically and think of creative solutions
- Communication Skills- verbal and written
- Ability to communicate clearly with both internal and external customers
- Excellent documentation skills
- Excellent composition skills
- Computer Skills
- Ability to use a desktop and laptop
- Familiarity with Outlook, Windows, the Microsoft Office Suite including Excel, and with Internet Explorer
We have three main tasks built into our schedule to properly function as one unit. They are: Phones, Emails and Order Entry. These functionalities are across all three segments of our Customer Operations department. Our three segments are listed below.
Customer Segment
Exteriors:
This team deals with Distribution and Dealers directly. CSRs enter orders for Full Truck Loads (FTL) , Job Packs ( Pick to Piece C+ orders that will be less than the required weight for a FTL) , Less than Truck Load (LTL) orders – Mostly pertains to HardieBacker orders, assist with Hardielink orders, and European orders that are submitted internally. These orders deliver directly to Distributor or Dealer.
Multi-Family:
This team deals with Dealers directly in coordinating the shipment of materials specifically for large-volume projects and jobsites. The CSRs are responsible for seeing the job from start to finish. They will quote material first to give the dealers a price. If the dealers have won the job, the CSRs will create a contract for the material. When the dealers are ready to place orders, the CSRs often build truckloads for the customer as well as put them into the system. This can include full truckloads as well as less than truckloads as is allowed by the contract for the job. They also assist customers with Hardielink and handle issue resolution as it pertains to the jobsite and the shipment of materials.
Retail:
This team deals with Homes Depot and Lowes directly. They assist with the pricing of products for the Pro-Desk at Home Depot and Commercial Sales at Lowes. This group tends to be heavy in phone volume over order entry volume. They enter FTL and Job Pack orders as well as assist customers with Hardielink. They also interact with Distribution directly since they service Home Depot and Lowes for majority of our prime orders.
Essential Functions
PHONES (P) EMAILS (E) Order Entry (0)
- Receives customer’s purchase orders by email/fax and process the request through SAP (E, O)
- Review transactions and adjust errors
- Contact customer to ascertain data omitted on order (E,P,O)
- Keep records of customer interactions and transactions.
- Handles Customer inquiries and provide customers with accurate information regarding the status of their orders. (P, E)
- Respond promptly to customer inquiries
- Direct any request and unresolved issues to the proper resource if it doesn’t fall under the Customer Service department.
- Knowledge of product lines, pricing, delivery times, and rules & limitations for each market (E,P,O)
- Prepare and forward paperwork for Returns/Transfers/ Diversions/ Replacement orders. (O)
- Obtain and evaluate all relevant information to handle product and service inquires (P,E,O)
- Communicate and coordinate with internal departments according to our procedures to properly close out any issues for current assigned task (P,E,O)
Evaluation
CSRs are evaluated on many different aspects of the job, but the core ones are listed below.
- Order accuracy (quote, contract) - Order is complete with correct information pulled from the customer’s purchase order. Any inaccurate information is captured with our internal notes section and holds depending on the situation.
- Order count- Number of orders they are completing per day
- Line count- Number of lines being entered per hour
- Pre-cut off orders left at the end of the day
- Phone Audits - CSR is not just evaluated on how the handle the calls but the volume of calls coming in as well and how the CSR manages that volume.
- Answer Rate- Number of calls in versus the number of calls answered.
- Average Answer Time
- Average Talk Time
- Phone Calls- Handled call from Introduction to closing (Scorecard)
- Email Audit - Similar to phone audits, email audits are evaluated on volume and actual email content
- Emails answered correctly and efficiently (Customer Inquiries)
- Email Audits- Content and body of the email (Scorecard)
- Service Errors and Credits - Late orders due to Customer Service error
- Attendance and Punctuality - CSRs must be on time and ready to work at the beginning of their shift due
Qualifications:
- Ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively.
- Intermediate 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.
Education/Experience:
-- Individuals pursuing Business, Sales, Logistics, Supply Chain is a major plus
-- Bachelor's Degree in related fields: Business, Economics, or Engineering, Supply Chain
-- Zero to three years of work experience.
-- Candidates must be bright, hardworking, driven and strong problem solvers.
It is so much more than just a job, come build your career at James Hardie!
JHMON
Requisition Number: CUSERV-3002
Interest Category: Administrative / Customer Service
Hourly/Salary: Hourly
City: Chicago
State: Illinois
Country: United States
Shift: Days
Job Description:
Customer Account Representative
Chicago, IL
GROW YOUR CAREER WITH AN INDUSTRY LEADER!
Many companies claim they are dynamic, aggressive and provide growth opportunities. At, James Hardie Building Products we are all of that and much more.
The floorboards of our business model are simple. We seek communicative, bright, creative, aggressive, and driven candidates. We provide excellent training to give you the tools necessary to succeed and launch your career. This is a unique opportunity for candidates who have a competitive drive along with the personal need to be the best at what they do and to be affiliated with and industry leader. James Hardie Building Products is not for everyone. We are very selective of whom we hire. If you’re ambitious and looking for more than just a job, make James Hardie your career.
At James Hardie, you will find a fast-paced, high-energy work environment. We seek to maintain an entrepreneurial atmosphere where people are empowered to "run with" their part of the business and make it successful. As one of the fastest growing companies in the building materials sector, you will have significant career opportunity for advancement. You have potential to move laterally, move to other departments, or move up to a higher position. You have the power to plot your own career path.
About the Position
As a Customer Account Representative you will have a highly interactive 6 week training program on using CRM systems. During your training you will have computer courses, individual one-on-one training on specific aspects of the job and an ample amount of shadowing on everyday tasks. This allows you to gain job knowledge and polish your skill sets. As you show your mettle and prove yourself in your current position, we want you to pursue new opportunities both in the department and across the business when you’re ready for more. You might desire more challenges, want to develop skills in another area of the industry, or see the need for a new position.
TEAM STYLE:
Work Hard then Play Hard!
The Customer Operations department is an energetic, smart, highly motivated, solution oriented, and result driven team that reflects our overall goals as a company. It is a learning atmosphere and is constantly working together on your team and within the company including Sales, Transportation Management, Logistics, Credit, and Production Planning to provide excellent B2B customer service.
Because of our teamwork environment, our staff interacts and pursues interests outside work together such as joining leagues sponsored by the company, teambuilding activities, or just grabbing dinner and drinks after work.
MANAGEMENT STYLE:
Customer Account Representatives report to one of the Customer Operations Supervisors. The CO Supervisor provides a fun work environment that includes team building activities (i.e. bowling & pizza) while still holding high standards and manages your day to day activities to help run the business. They also provide coaching and support to achieve the individual and team metrics. The department operates under a specific schedule to meet the needs of our customers but encourages independent problem solving and teamwork within this schedule and does not micro-manage your work. We are open to ideas from anyone and are always looking for ways to improve efficiency in the Customer Operations department.
Responsibilities:
Critical Task Management
- Action oriented
- Organized and detail oriented
- Ability to execute the task at hand and prioritize work to ensure productivity
- Attention to detail
- Problem Solver
- Excellent comprehension with the ability to understand and communicate the issues that arise
- Ability to approach a problem logically and think of creative solutions
- Communication Skills- verbal and written
- Ability to communicate clearly with both internal and external customers
- Excellent documentation skills
- Excellent composition skills
- Computer Skills
- Ability to use a desktop and laptop
- Familiarity with Outlook, Windows, the Microsoft Office Suite including Excel, and with Internet Explorer
We have three main tasks built into our schedule to properly function as one unit. They are: Phones, Emails and Order Entry. These functionalities are across all three segments of our Customer Operations department. Our three segments are listed below.
Customer Segment
Exteriors:
This team deals with Distribution and Dealers directly. CSRs enter orders for Full Truck Loads (FTL) , Job Packs ( Pick to Piece C+ orders that will be less than the required weight for a FTL) , Less than Truck Load (LTL) orders – Mostly pertains to HardieBacker orders, assist with Hardielink orders, and European orders that are submitted internally. These orders deliver directly to Distributor or Dealer.
Multi-Family:
This team deals with Dealers directly in coordinating the shipment of materials specifically for large-volume projects and jobsites. The CSRs are responsible for seeing the job from start to finish. They will quote material first to give the dealers a price. If the dealers have won the job, the CSRs will create a contract for the material. When the dealers are ready to place orders, the CSRs often build truckloads for the customer as well as put them into the system. This can include full truckloads as well as less than truckloads as is allowed by the contract for the job. They also assist customers with Hardielink and handle issue resolution as it pertains to the jobsite and the shipment of materials.
Retail:
This team deals with Homes Depot and Lowes directly. They assist with the pricing of products for the Pro-Desk at Home Depot and Commercial Sales at Lowes. This group tends to be heavy in phone volume over order entry volume. They enter FTL and Job Pack orders as well as assist customers with Hardielink. They also interact with Distribution directly since they service Home Depot and Lowes for majority of our prime orders.
Essential Functions
PHONES (P) EMAILS (E) Order Entry (0)
- Receives customer’s purchase orders by email/fax and process the request through SAP (E, O)
- Review transactions and adjust errors
- Contact customer to ascertain data omitted on order (E,P,O)
- Keep records of customer interactions and transactions.
- Handles Customer inquiries and provide customers with accurate information regarding the status of their orders. (P, E)
- Respond promptly to customer inquiries
- Direct any request and unresolved issues to the proper resource if it doesn’t fall under the Customer Service department.
- Knowledge of product lines, pricing, delivery times, and rules & limitations for each market (E,P,O)
- Prepare and forward paperwork for Returns/Transfers/ Diversions/ Replacement orders. (O)
- Obtain and evaluate all relevant information to handle product and service inquires (P,E,O)
- Communicate and coordinate with internal departments according to our procedures to properly close out any issues for current assigned task (P,E,O)
Evaluation
CSRs are evaluated on many different aspects of the job, but the core ones are listed below.
- Order accuracy (quote, contract) - Order is complete with correct information pulled from the customer’s purchase order. Any inaccurate information is captured with our internal notes section and holds depending on the situation.
- Order count- Number of orders they are completing per day
- Line count- Number of lines being entered per hour
- Pre-cut off orders left at the end of the day
- Phone Audits - CSR is not just evaluated on how the handle the calls but the volume of calls coming in as well and how the CSR manages that volume.
- Answer Rate- Number of calls in versus the number of calls answered.
- Average Answer Time
- Average Talk Time
- Phone Calls- Handled call from Introduction to closing (Scorecard)
- Email Audit - Similar to phone audits, email audits are evaluated on volume and actual email content
- Emails answered correctly and efficiently (Customer Inquiries)
- Email Audits- Content and body of the email (Scorecard)
- Service Errors and Credits - Late orders due to Customer Service error
- Attendance and Punctuality - CSRs must be on time and ready to work at the beginning of their shift due
Qualifications:
- Ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively.
- Intermediate 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.
Education/Experience:
-- Individuals pursuing Business, Sales, Logistics, Supply Chain is a major plus
-- Bachelor's Degree in related fields: Business, Economics, or Engineering, Supply Chain
-- Zero to three years of work experience.
-- Candidates must be bright, hardworking, driven and strong problem solvers.
It is so much more than just a job, come build your career at James Hardie!
JHMON