Description:

The Customer Care Specialist is responsible for managing customer relationship with a dedicated portfolio. He/she ensures accurate processing of customers requests to meet their expectations, with a customer care and centricity approach. He/she develops customer centricity, ensures productivity and applies lean principles.
REPORTS TO: This position reports to: Customer Care Supervisor
SPAN OF CONTROL: Composites Europe, scope of order management Europe, Middle-East, Africa

Responsibilities:

Live the Safety stand, adhere to the safety responsibilities:
• Participate in all required safety trainings
• Share the Owens Corning safety policy to all parties involved in the order processing (including Owens Corning customer)

Operate in a structured business environment:
• Meet the OC business guidelines and, process expectations to ensure compliance with company rules and policies
• Uses tools that are at disposal to deal with customer requests, increase knowledge about the customers and optimize customer’s information

CCS Import-Export missions:

• Ensure the best processing of customers request to meet their expectations:

• Apply CCT processes to ensure a lean order management
• Take action to meet customer needs and concerns: order entry, order follow-up, answer to customer request, price management
• Inform and follow-up on products availability and logistics matters
• Manage customer complaints and consider how actions or plans will affect the customer
• Respond in a timely manner to meet customer needs and expectations or resolve issues.
• Create import/export documentation both within and outside of the scope of SAP
• Process and ensure accuracy of customs documentation
• Manage payments: proforma, COFACE requests, etc.
• Assist internal logistics with with import and export issues associated with all shipments

• Develop customer centricity, ensure productivity and apply lean principles

• Ensure customer satisfaction with a high level of service in terms of order processing (responsiveness, courtesy, order processing reliability, pro-active communication...)
• Participate or support in preparing customer visits (both onsite and at customer locations) to better understand customer needs and requirements and how OC can grow with them
• Propose solutions to meet customer’s demand, seek out for opportunities to better serve customers

• Participate in digital tools development and implementation (customer portal)

Job Requirements

MINIMUM QUALIFICATIONS:
• Bachelor’s degree in Commercial or Business with export speciality

EXPERIENCE:
• Minimum 5 years experience in import/export management (Middle-East is a prerequisite)

KNOWLEDGE, SKILLS & ABILITIES:
• Bilingual English, 1 other European language appreciated
• Perfect knowledge of international commerce
• Perfect knowledge of international rules and regulations regarding import and export deliveries
• Knowledge of sales and marketing or logistics principles
• Analytical skills
• Adaptable and flexible with team members and with organization
• System knowledge: SAP is a must, Microsoft Office, Customer digital tools appreciated (customer portal…)

PERSONAL CHARACTERISTICS
• Customer centricity
• Interpersonal skills and emotional balance
• Structured self-organization
• Multitask and adaptability
• Sense of urgency and responsiveness
• Detail and process orientation

About Owens Corning  

Owens Corning is a global building and construction materials leader committed to building a sustainable future through material innovation. Our three integrated businesses – Composites, Insulation, and Roofing – provide durable, sustainable, energy-efficient solutions that leverage our unique material science, manufacturing, and market knowledge to help our customers win and grow. We are global in scope, human in scale with approximately 19,000 employees in 31 countries dedicated to generating value for our customers and shareholders, and making a difference in the communities where we work and live. Founded in 1938 and based in Toledo, Ohio, USA, Owens Corning posted 2022 sales of $9.8 billion. For more information, visit www.owenscorning.com.

Owens Corning is an equal opportunity employer.