Account Management Representative

Job Description:IntroductionAt GAF 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 GAF. And under this roof, we protect what matters most.Team Or Function OverviewSiplast is a leading manufacturer of high-performance commercial roofing and waterproofing materials. Siplast, a brand of GAF Commercial, has corporate offices in Addison, TX and supports a national sales and service team.SummaryProvide leadership and guidance within the assigned region to ensure the highest quality of work is being produced. Lead and assist with management on the creation of strategy and idea development across all projects. Work closely with AVP teams within the region to deliver customer expectations with solution-based thinking and delivery. Set expectations for strong customer relationships and communication.Essential DutiesSpecific responsibilities include, but are not limited to:Act as the point of contact for assigned commercial business accounts in regards to managing all aspects of the order management process. This includes, but is not limited to:Gathering and analyzing data in order to process error-free orders and maintaining/updating existing orders in a timely manner to meet and exceed customer expectations.Providing real-time status information regarding orders to internal and external customers.Managing a high volume of communication via emails and calls from customers as well as other departments quickly and accurately.Communicating product or procedure changes to the applicable party.Ability to leverage expertise and industry knowledge to provide guidance to Account Specialists and make independent decisions with moderate guidance and direction on complex decisions.Drive alternative decision-making with Account Specialists, customers, and sales personnel when a product is unavailable by educating customers on products and alternatives choices.Assist and support the Customer Service Manager in building and managing customer success.Develop, own and present regional updates and innovative solutions to departmental leadership and internal and external customers.Manage the regional relationships between Account Specialists, customers, sales, supply chain and plants to ensure all customer/product issues are addressed timely.Ensure customer satisfaction is a top priority by providing timely and accurate communication both verbally and written regarding shipping, status updates including delays, follow up and alternative products.Assure customer contact information is accurately managed including email, fax, phone, and contact name, as well as all special delivery instructions, receiving capacity, or product restrictions in the master memo.Manage all Returned Material Requests (RMA’s) according to policy; communicate with all necessary individuals to assure timely pick up of material.Physical DemandsAbility to routinely work in a stationary position for long periods of time.Ability to routinely move about to accomplish tasks or to move from one work area to another.Frequent sitting, walking, and standing; occasional climbing, stooping, kneeling, crouching, crawling, and balancing.Ability to lift, carry, or otherwise move up to 50 lbs of products, materials, boxes, equipment, etc. occasionally.Ability to work in outdoor conditions including high/low temperatures, inclement weather, wind, dust, humidity, etc., occasionally.Ability to frequently and quickly converse with and convey information to others on the phone and in-person.Manual dexterity to routinely operate standard office equipment and keyboards.Visual acuity including close vision, peripheral vision, depth perception, and the ability to adjust focus routinely to view documents and computer screens, operate motor vehicles, perform visual inspections, etc.Under This Roof, We RequireHigh school diploma or GED.Minimum 3 years customer service experience including inbound/outbound call experience, and order entry.Excellent verbal and written communication skills.Intermediate level proficiency in MS Office and Google Suites.Ability to fully understand the complexity of a problem and problem solve by providing solutions with a high level of customer satisfaction.Ability to work effectively with a team, develop workflows and processes to help improve performance.Under This Roof, We Also ValueBachelor’s degree in a related field.Advanced ability to multitask, time management and follow through skills.Excellent organizational skills and attention to detail.How We Protect What Matters MostWe 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.

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