Job Title: R&R Customer Account Representative
Requisition Number: SEG MKT-3839
Interest Category: Sales / Marketing
Hourly/Salary: Hourly
City: Chicago
State: Illinois
Country: United States
Shift: Days
Job Description:
James Hardie Building Products has recently been recognized as one of Forbes America’s 100 Most Trustworthy Companies (Forbes America's 100 Most Trustworthy Companies 2014), and as we continue to grow and earn recognition in our industry we are looking to hire 4 Customer Account Representatives!
The Customer Account Representative is a newly created role that will support 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 Programs, providing timely and accurate follow-up, and demonstrating a positive, friendly attitude.
This is a very exciting time to join the R&R Segment team! 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.
Position Responsibilities
Provides exceptional customer service, including building and maintaining effective internal and external customer relationships by:
- 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:
- 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;
- Monitoring key contractor program website analytics, including visits, clicks, time on site, adoption of tools, reward program activity, etc.
- 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.
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).
- Experience with Salesforce.com (preferred)
About James Hardie Building Products
At James Hardie Building Products we apply our science, research, and cutting edge technology to enjoy our continued status as a $1 billion world leader in fiber-cement technology. As the world leader in fiber-cement technology we manufacture durable, beautiful building material products for the residential market. In the United States, we have nine manufacturing plants, two regional offices and two research and development centers.
The fundamentals of our business model are simple. We hire leaders and innovators – not employees or staff. Our success and the quality of our products are attributed to the talent of our people. James Hardie is composed of industry-leading talent, and we take pride in offering a rewarding experience to our employees. Developing our people and nurturing talented individuals is a top priority for us.
BENEFITS: and Perks (starting first day of employment)
- Free medical, dental, and vision insurance for employees
- Minimal cost for family insurance coverage
- 401k program – 6% dollar for dollar match
- Life Insurance
- Disability income protection
- Flexible spending account (FSA)
- Excellent job training
- Paid vacation and holidays
- Fun and relaxed atmosphere in a quick moving but casual office environment
- Wellness Reimbursement Program
- Company sponsored Sport Leagues
- Discount tickets for amusement parks, recreation sites, and movie theaters
JHMON
Requisition Number: SEG MKT-3839
Interest Category: Sales / Marketing
Hourly/Salary: Hourly
City: Chicago
State: Illinois
Country: United States
Shift: Days
Job Description:
James Hardie Building Products has recently been recognized as one of Forbes America’s 100 Most Trustworthy Companies (Forbes America's 100 Most Trustworthy Companies 2014), and as we continue to grow and earn recognition in our industry we are looking to hire 4 Customer Account Representatives!
The Customer Account Representative is a newly created role that will support 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 Programs, providing timely and accurate follow-up, and demonstrating a positive, friendly attitude.
This is a very exciting time to join the R&R Segment team! 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.
Position Responsibilities
Provides exceptional customer service, including building and maintaining effective internal and external customer relationships by:
- 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:
- 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;
- Monitoring key contractor program website analytics, including visits, clicks, time on site, adoption of tools, reward program activity, etc.
- 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.
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).
- Experience with Salesforce.com (preferred)
About James Hardie Building Products
At James Hardie Building Products we apply our science, research, and cutting edge technology to enjoy our continued status as a $1 billion world leader in fiber-cement technology. As the world leader in fiber-cement technology we manufacture durable, beautiful building material products for the residential market. In the United States, we have nine manufacturing plants, two regional offices and two research and development centers.
The fundamentals of our business model are simple. We hire leaders and innovators – not employees or staff. Our success and the quality of our products are attributed to the talent of our people. James Hardie is composed of industry-leading talent, and we take pride in offering a rewarding experience to our employees. Developing our people and nurturing talented individuals is a top priority for us.
BENEFITS: and Perks (starting first day of employment)
- Free medical, dental, and vision insurance for employees
- Minimal cost for family insurance coverage
- 401k program – 6% dollar for dollar match
- Life Insurance
- Disability income protection
- Flexible spending account (FSA)
- Excellent job training
- Paid vacation and holidays
- Fun and relaxed atmosphere in a quick moving but casual office environment
- Wellness Reimbursement Program
- Company sponsored Sport Leagues
- Discount tickets for amusement parks, recreation sites, and movie theaters
JHMON