Customer Service Specialist - Composites Non Wovens Location(s): Toledo, OH, US, 43659-0001 Function: Customer Operations Audience: Experienced Professional Work Arrangement: Hybrid Requisition ID: 62846 PURPOSE OF THE JOB The Customer Service Specialist is responsible for a specific product group, customer base, logistics, and interfaces with customers on order and delivery issues while developing customer relationships. This position will interact with our commercial sales team, warehouse, and technical product engineers as well as other functions to provide support based on customer requirements and differentiated services. The incumbent will oversee the processing of their customer orders, tendering shipments, and commit promise dates to customers, resolve problems, and maintain service performance levels satisfactory to the customer and OC. Strong team-building skills are required with business units, sales, materials management, logistics, manufacturing plants, and team members in order to be successful in root cause analysis as well as enhancing our customer's experience with Owens Corning. A key competency for the successful candidate will be a demonstrated history of enrolling and influencing others across a matrix organization to drive superior results. The successful candidate must have exceptional analytical and communication skills, along with a predisposition for initiating action. Reports to: This position reports to the Composites NA Customer Operations Leader JOB RESPONSIBILITIES Achieve Customer Satisfaction Commitments Understand and communicate customer expectations throughout the Supply Chain Team, and ensure all services meet customer needs by working with other functions such as Sales, Planning, Warehouse and Carriers, and Logistics Analyst Ensure timely and accurate order processing to meet or exceed delivery to promise/request Ensure order entry procedures are followed to specifications, and quality metrics meet customers' needs Support OC plant activities to ensure timely loading Ensure timely and damage free delivery Actively manage carrier performance Contribute to service metrics including but not limited to On-time delivery and order entry accuracy. Participate in customer visits (both onsite and at customer locations) to better understand customer needs and requirements Engage and support the Go-To Market strategy based on customer segmentation Execute North America Customer Service Continuous Improvement Plan Participate in product/business training and utilize tools on a regular basis Review scorecards and evaluate individual areas of improvement Contribute in CI process to demonstrate results to the business Engage and support TPM Office Pillar leading to increase efficiencies and waste elimination Achieve Team Productivity/Accuracy Targets Leverage standard work to minimize variation and waste Develop and implement productivity projects/programs to enhance processes JOB REQUIREMENTS MINIMUM QUALIFICATIONS: High school degree, associate or bachelor's degree preferred Minimum 3-5 years work experience in Customer Service and/or Supply Chain EXPERIENCE: SAP Experience desired, including TM Experience in Continuous Improvement preferred Experience making high-impact decisions in fast-paced environment Experience utilizing computer programs and Microsoft Office Products KNOWLEDGE, SKILLS & ABILITIES: Experience with Microsoft Office products Ability to build strong team alignment and communication