Hortiheroes
Customer Success Specialist
Hortiheroes, Baltimore, Maryland, United States,
The
Customer Success Specialist
is responsible for ensuring the organization and resourcing of daily tasks. This role will be the SAP super user, focus on continuous improvement, and provide department support as needed to ensure customer success. This role is out of our Chicago office, hybrid 4 days a week (Mon-Thur).Ready to help build a better future for generations to come?In an ever-changing, fast-paced world, we owe it to ourselves and our future generations to live life responsibly. At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions.Join us and make a difference!What you will be doing:Own the timely processing of claims, complaints, and credits by adhering to the Group 30-day completion policy; in addition to clear communication on resolution to our customers and sales team.Drive change management within ROCKFON by developing and implementing new processes for the SAP SD module to aid in customer success in addition to formalizing documentation of all SAP SD processes for RFN-NA.Improve OTS process outcome by working with internal teams on the procurement and shipping of product to meet customer expectations by providing accurate output on all customer documentation.Liaise with Supply Chain teams to understand and improve the team dynamic as it relates to order management by relaying relevant information to the Customer Service team.Embrace comprehensive knowledge of Rockfon services, products, and procedures.Work the daily functions of a customer service representative when required.What you bring:Bachelor's degree in business, communications, or related fieldComputer experience with Microsoft OfficeSAP experience3-5 years customer service/supply chainJob Content:Serve as lead for SAP SD continuous improvement projects.Monitor the Customer Service inbox for complaints and/or requests regarding quality claims, logistical and pricing discrepancies for processing in QM module.Meet monthly with the Quality team on Claims status and chargeback submittals to plant.Manage Customer Master for new account setup process – implemented workflow with Finance & Customer Service for new customer account creation.Maintain SAP Outputs for SD – updates to automated outputs to Order Confirmations, ASNs, and Invoices.Collaborate with other RFN-NA Module Super Users (PP, MD, LES, FI, CO) for projects, testing and execution of new processes and system updates.Perform UAT Testing and feedback – provide training material and guidance for new implementations.Administrate Sales team templates to ensure efficient communication of all customer service processes.This position is part of a team of agents all reporting to the Customer Service Manager.What we offer:Competitive SalaryGenerous Benefits - Effective your first day!Comprehensive Medical, Dental, and Vision coverageEducational Assistance401K Match - up to 6%No cost Life and Disability ProgramsCompany provided Personal Protective EquipmentEmployee Assistance Program (EAP)Fitness reimbursementWork-Life BalancePaid Time Off (PTO)12 Paid Holidays per yearPaid Parental LeaveWho we are:We are the world leader in stone wool solutions. Founded in 1937 in Denmark, we transform volcanic rock into safe, sustainable products that help people and communities thrive. We are a global company with more than 12,000 employees, located in 40+ countries with 51 manufacturing facilities… all focused on one common purpose –
to release the natural power of stone to enrich modern living.Sustainability is central to our business strategy.
ROCKWOOL was one of the first companies to commit to actively contributing to the United Nations Sustainable Development Goals (SDGs) framework and are actively committed to 11 SDGs, including SDG 14, Life Below Water.
Through our partnership with the One Ocean Foundation and in connection with our sponsorship of the Denmark SailGP team, we will help raise awareness around ocean health challenges in an effort to accelerate solutions to protect it.Work Environment & Conditions:Our offices are thoughtfully designed to foster collaboration, creativity, and opportunities for social engagement, allowing employees to find balance and bring their best selves to work.ROCKWOOL believes in giving back to the communities where we operate. Our offices worldwide engage in philanthropic initiatives, community involvement, and sustainability efforts that contribute to improving society and the environment. We encourage our employees to get involved and make a positive impact in the communities we serve.Diverse and Inclusive Culture:We want all our people to feel valued, respected, included, and heard. We employ 79 different nationalities worldwide and are committed to providing equal opportunities to all employees, promote diversity, and work against all forms of discrimination among ROCKWOOL employees.At ROCKWOOL, you will experience a friendly team environment. Our culture is very important to us. In fact, we refer to our culture as “ The ROCKWOOL Way ”. This is the foundation in which we operate and is based upon our values of ambition, responsibility, integrity, and efficiency.ROCKWOOL is proud to be an Equal Opportunity Employer.
We evaluate qualified candidates without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
#J-18808-Ljbffr
Customer Success Specialist
is responsible for ensuring the organization and resourcing of daily tasks. This role will be the SAP super user, focus on continuous improvement, and provide department support as needed to ensure customer success. This role is out of our Chicago office, hybrid 4 days a week (Mon-Thur).Ready to help build a better future for generations to come?In an ever-changing, fast-paced world, we owe it to ourselves and our future generations to live life responsibly. At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions.Join us and make a difference!What you will be doing:Own the timely processing of claims, complaints, and credits by adhering to the Group 30-day completion policy; in addition to clear communication on resolution to our customers and sales team.Drive change management within ROCKFON by developing and implementing new processes for the SAP SD module to aid in customer success in addition to formalizing documentation of all SAP SD processes for RFN-NA.Improve OTS process outcome by working with internal teams on the procurement and shipping of product to meet customer expectations by providing accurate output on all customer documentation.Liaise with Supply Chain teams to understand and improve the team dynamic as it relates to order management by relaying relevant information to the Customer Service team.Embrace comprehensive knowledge of Rockfon services, products, and procedures.Work the daily functions of a customer service representative when required.What you bring:Bachelor's degree in business, communications, or related fieldComputer experience with Microsoft OfficeSAP experience3-5 years customer service/supply chainJob Content:Serve as lead for SAP SD continuous improvement projects.Monitor the Customer Service inbox for complaints and/or requests regarding quality claims, logistical and pricing discrepancies for processing in QM module.Meet monthly with the Quality team on Claims status and chargeback submittals to plant.Manage Customer Master for new account setup process – implemented workflow with Finance & Customer Service for new customer account creation.Maintain SAP Outputs for SD – updates to automated outputs to Order Confirmations, ASNs, and Invoices.Collaborate with other RFN-NA Module Super Users (PP, MD, LES, FI, CO) for projects, testing and execution of new processes and system updates.Perform UAT Testing and feedback – provide training material and guidance for new implementations.Administrate Sales team templates to ensure efficient communication of all customer service processes.This position is part of a team of agents all reporting to the Customer Service Manager.What we offer:Competitive SalaryGenerous Benefits - Effective your first day!Comprehensive Medical, Dental, and Vision coverageEducational Assistance401K Match - up to 6%No cost Life and Disability ProgramsCompany provided Personal Protective EquipmentEmployee Assistance Program (EAP)Fitness reimbursementWork-Life BalancePaid Time Off (PTO)12 Paid Holidays per yearPaid Parental LeaveWho we are:We are the world leader in stone wool solutions. Founded in 1937 in Denmark, we transform volcanic rock into safe, sustainable products that help people and communities thrive. We are a global company with more than 12,000 employees, located in 40+ countries with 51 manufacturing facilities… all focused on one common purpose –
to release the natural power of stone to enrich modern living.Sustainability is central to our business strategy.
ROCKWOOL was one of the first companies to commit to actively contributing to the United Nations Sustainable Development Goals (SDGs) framework and are actively committed to 11 SDGs, including SDG 14, Life Below Water.
Through our partnership with the One Ocean Foundation and in connection with our sponsorship of the Denmark SailGP team, we will help raise awareness around ocean health challenges in an effort to accelerate solutions to protect it.Work Environment & Conditions:Our offices are thoughtfully designed to foster collaboration, creativity, and opportunities for social engagement, allowing employees to find balance and bring their best selves to work.ROCKWOOL believes in giving back to the communities where we operate. Our offices worldwide engage in philanthropic initiatives, community involvement, and sustainability efforts that contribute to improving society and the environment. We encourage our employees to get involved and make a positive impact in the communities we serve.Diverse and Inclusive Culture:We want all our people to feel valued, respected, included, and heard. We employ 79 different nationalities worldwide and are committed to providing equal opportunities to all employees, promote diversity, and work against all forms of discrimination among ROCKWOOL employees.At ROCKWOOL, you will experience a friendly team environment. Our culture is very important to us. In fact, we refer to our culture as “ The ROCKWOOL Way ”. This is the foundation in which we operate and is based upon our values of ambition, responsibility, integrity, and efficiency.ROCKWOOL is proud to be an Equal Opportunity Employer.
We evaluate qualified candidates without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
#J-18808-Ljbffr