Job Description:

Introduction

At Siplast Commercial we cover more than buildings. We cover each other. No matter what role, tenure, or department, under this roof you are helping to build the market leader in commercial roofing. Under this roof, we are assembling a winning team that puts the customer at the center of every decision and doesn't back down from hard work. Under this roof, we support one another in delivering operational excellence daily, while working to make a positive impact for our planet and our communities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are Siplast. And under this roof, we protect what matters most.

Team Overview

The Siplast Customer Service team supports and partners with our internal and external customers. Providing best in class customer service, this management position helps lead our team to exceed customer expectations.

Summary

The Manager, Customer Care will lead and manage the Customer Care Account Specialists and Account Management Representatives while applying effective team and individual coaching and mentoring methods to ensure the team is reaching regional and departmental goals. The ideal candidate will ensure world-class customer service throughout all aspects of the order process including order placement, customer and plant follow up, as well as special projects. This role will demonstrate excellent verbal and written communication skills and provide total problem resolution in a timely and efficient manner. The Manager, Customer Care will maintain solid interdepartmental and customer relationships by addressing questions and concerns with speed and professionalism. This role will serve as the “Voice of the Consumer” to equally improve the products for our customers as we do for our company by managing day-to-day operation of the team, achieving goals and improving customer touch points.

Essential Duties

Specific responsibilities include, but are not limited to:

Drive improvement initiatives of all customer touch points to remove customer friction points
Partner with cross-functional support departments and Sales team to resolve problems and issues related to orders. Identify product misinformation found in systems and online sites. Isolate ineffective processes and offer suggestions for continuous improvements with internal departments.
Resolve escalated issues from internal and external customers which includes, but is not limited to: missed job sites, product availability, carrier problems, and vendor issues; provide complete resolutions to escalated problems
Report departmental statistics and complete management reports, while also identifying trends and proposing solutions; present findings to cross-functional partners and follow up with team(s) to ensure group metrics are met or exceeded
Play a critical role on multiple projects and act as primary stakeholder as the representative for the Customer Care team
Lead and manage day-to-day operations of the Customer Care team. This includes monitoring, staffing, forecasting regional needs, and workflow management. Conduct mid-year and year-end performance reviews
Coach, counsel and mentor Account Specialists and Account Management Representatives
Motivate Account Specialists and Account Management Representatives to achieve regional and departmental goals
Ensure work is evenly distributed and is monitored for accuracy.
Maintain training on all products and processes and attend training sessions as required

Physical Demands

Ability to frequently work in a stationary position for long periods of time (such as sitting and/or standing at a desk)
Ability to occasionally move about to accomplish tasks or to move from one work area to another
Close visual acuity to view documents, computer screens, and files
Ability to frequently converse with and convey information to others on the phone and in-person
Manual dexterity to operate standard office equipment and keyboards and perform filing functions
Ability to position self to bend, pull, reach overhead and at or below shoulder level to perform filing functions
Ability to move up to 10 lbs. occasionally and up to 30 lbs. rarely, such as paper files

Under This Roof, We Require

High School Diploma or equivalent
5-8 years of Customer Service related experience
2-4 years Management experience

Under This Roof, We Also Value

Bachelor’s Degree preferred
8-10 years Customer Service related experience, preferably in the construction manufacturing or distribution industry
5-10 years of management experience

How We Protect What Matters Most

We offer a wide range of health insurance options that include medical, dental, and vision for you and your family.
Our Family-Building benefits support the many different journeys to fertility and parenthood.
Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions.
Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence.
Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program.
We put diversity and inclusion into action with our Employee Resource Groups, which unite employees based on common perspectives, identities, demographic factors, or out of a desire to be an ally.

GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT.

At Siplast, we believe our employees are our greatest resource. We offer competitive salary, benefits, and vacation package for all full-time permanent positions. Siplast is proud to be an equal opportunity workplace and is an affirmative action employer.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know. Must be eligible to work in the U.S. without need for employer-sponsored visa (work permit).

If you are an internal employee, please do not apply here. Please click on the Careers bubble in Workday, which can be accessed via the HR Portal.