Customer Service Advocate Job at Johns Manville
Johns Manville is committed to delivering positive and powerful experiences, because we are successful only when our employees and customers thrive. We are passionate, we care about people, we perform at a superior level, and we protect others and our environments.
Pay Range
This is the base salary pay range that an applicant can expect to make upon hire. Pay within this range will vary based upon relevant experience, skills, and education among other factors. In addition, this position is eligible for an incentive bonus.
Position Overview
The Customer Advocate manages customer orders from inquiry to paid invoice, resolves errors in shipping and pricing as well as researching and resolving customer complaints and order issues. Advocates partner with Account Management, internal plant, sales and transportation groups to maximize the sales and profitability of the customer base by offering World Class Customer Service within the business Group. The Customer Advocate works with sales as needed to assist in administration of marketing and sales programs.
The Customer Advocate manages customer orders from inquiry to paid invoice, resolves errors in shipping and pricing as well as researching and resolving customer complaints and order issues. Advocates partner with Account Management, internal plant, sales and transportation groups to maximize the sales and profitability of the customer base by offering World Class Customer Service within the business Group. The Customer Advocate works with sales as needed to assist in administration of marketing and sales programs.
This position may be eligible for a flexible work arrangement. The schedule of hybrid work will be based on business and work needs as determined by management.
Your Day-to-Day:
Your Day-to-Day:
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Order Entry Order Management, ensuring all information is accurate to ensure perfect order delivery
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Build relationships with our external customers and partner with internal customers to ensure customer satisfaction
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Pro-actively communicate daily with internal and external customers
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Manage credits, debits and deductions. Advocate has some authorization to resolve customer issues complaints
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Complete courtesy calls to external customers to ensure world class customer service, and proactively fill partial truck orders
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Manage and maintain spreadsheets/reports
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Assist in training new employees and cross training across all channels
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Handle basic product information calls from downstream customers
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May be required to perform other related duties as assigned
What You Bring to the Team:
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High School Technical School diploma with 5 years of experience in a customer centric position or a Bachelor's Degree with 1 year of experience in a customer centric position
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Solid interpersonal, verbal and written communications skills
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Basic analytical decision making and ability to think through complex issues
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Proficient in Microsoft Word, Excel, Outlook
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Basic knowledge of SAP or ERP systems
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Basic knowledge of Accounts Receivable concepts for deduction resolution
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Solid attention to detail
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Solid organizational and prioritization skills
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Solid ability to multi task
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Solid ability to work in a team environment as well as independently with limited supervision
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Ability to develop product knowledge
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Basic problem resolution and negotiation skills
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Listening skills
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Relationship building skills with internal and external customers
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Minimal travel required 0 to 10 days per year
Benefits
Johns Manville (JM) offers a wide range of benefits to employees. Some are subsidized by the company and others are fully employee-paid. Health benefits include a choice of comprehensive medical plans, a dental plan, vision plan, wellness program and critical illness insurance. JM sponsors a 401(k) plan which includes a sizeable company match. JM offers paid vacation and also provides paid sick and parental leave for eligible employees.
Additionally, Johns Manville provides basic life Insurance, short-term and long-term disability coverage, an employee assistance program, and business travel accident coverage. Supplemental life insurance and accidental death and dismemberment insurance are available as well. The company also offers a variety of tax saving accounts; health spending account, traditional flexible spending account, and a dependent care spending account. JM also offers a tuition reimbursement program for undergraduate and certain graduate programs.
Johns Manville (JM) offers a wide range of benefits to employees. Some are subsidized by the company and others are fully employee-paid. Health benefits include a choice of comprehensive medical plans, a dental plan, vision plan, wellness program and critical illness insurance. JM sponsors a 401(k) plan which includes a sizeable company match. JM offers paid vacation and also provides paid sick and parental leave for eligible employees.
Additionally, Johns Manville provides basic life Insurance, short-term and long-term disability coverage, an employee assistance program, and business travel accident coverage. Supplemental life insurance and accidental death and dismemberment insurance are available as well. The company also offers a variety of tax saving accounts; health spending account, traditional flexible spending account, and a dependent care spending account. JM also offers a tuition reimbursement program for undergraduate and certain graduate programs.
Why Johns Manville
Johns Manville is a proud member of the Berkshire Hathaway family of companies, serving customers in more than 80 countries, supplying innovative products to the construction, aerospace, automotive, filtration and energy industries. With a more than 160-year legacy, we understand that our story continues to grow only with the right people saying, thinking and doing the right things. Make your story our story.
Johns Manville believes diversity and inclusion in our workplace is critical for the long-term success of our company. We are committed to retaining, developing and attracting a diverse workforce that fosters an inclusive work environment in which all employees are treated with dignity and respect. This is the right thing to do for our employees, our company and our communities.
Incumbent must be physically able to perform essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
We are proud to be an Equal Opportunity/Affirmative Action employer. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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