Customer Care Associate Austria/Italy

Description

Reporting to the Customer Care Supervisor, the Customer Care Associate takes care of a list of customers in a defined region (Austria / Italy).  

He/she is making sure that our customer’s requests (mainly orders, complaints, documentation/information) get handled in timely manner and that our customers have an unmet experience with Owens Corning.

Responsibilities

Act as Customer Key Partner for our customers of its regional area  (customer experience)

• Ensure the best processing of customer’s orders and other type of requests in a timely manner
• Build sustainable relationships and trust with customers through open, proactive and interactive communication, with good quality.
• Share customer needs and complex requests with sales and discuss solutions
• Escalate customer issues that can’t be solved directly with his/her manager
• Gain a comprehensive understanding of how the OC standard order flow works
• Ensure timely delivery of invoices and other sales-related documents to our customers and any documentation needs as required
• Handle customer complaints in cooperation with sales team and follow up closely to ensure resolution.
• Create credit and debit invoices to correct claimed issues. Cooperation with sales, Process excellence, Delivery; Production Planning and other teams.

• Provide basic information about products, terms of sale and supply and support in finding relevant documents for the customer (Sustainability, Product performance)

Act as key internal partner turned to operational excellence

• Strictly follow the Owens Corning procedures, guidelines, and policies in a compliant way.
• Ensure high-quality order management in accordance with the established procedure (SCM; country/ customer agreements, quotas).
• Use the customer care Power BI KPIS for day to day work
• Identify and escalated issues with your supervisor and/or sales responsible as per need
• Attend internal meetings with sales, other specialists, product managers or others cross functions as required

• Maintain close and qualitative communication with the CC manager & Sales leader to discuss customer preferences and needs and explore ways to contribute to the development of customer relations and solutions.

• Independently operate and follow up the Order to Cash issues internally
• Involves in back-ups within CCT during absences (holidays, sickleaves)
• Address system-related issues that impact daily operations

Level of Authority

• Independently takes required measure to make the OTD flow work smoothly as per procedures in place
• Escalate to the CC supervisor any missing process that would cause issues & possible compliance problems
• Any deviations from standard process should be anchored with the supervisor.
• In consultation with the supervisor, decide on participation in meetings when resource prioritization is required.
• Responsible to follow OC´s guidelines for Segregation of Duty.
• Answer questions related to self audit (GBS) or audits.

Metrics

• Customer satisfaction (NPS, surveys)
• Customer Care KPIS
• Order response time
• Complaints
• Calls handled
• Feedback from other functions (Sales, SC, Process exc. etc)

Job Requirements

Knowledge and Skills:

• Knowledge of customer service tasks, experienced and Order to Cash understanding
• Basic knowledge of product portfolio
• Experience with a large ERP system (preference SAP)
• Conversationale language skills in German, English and Italien are a must.
• Ability to influence others through effective communications and working relationships across diverse functional areas
• Ability to work on various tasks
• Ability to work in ambiguous and matrix environment
• Ability to work independently

Abilities and Personal Characteristics:

• Customer centricity mindset
• Communication and service minded
• Structured and meticulous
• Analytical skills, detail oriented
• Resilience
• Communication and connection
• Team player
• Self-organized