Customer Service SpecialistSaint-Gobain

The Solar Gard Difference
WARRANTY
Solar Gard has an industry-leading warranty, and our customer service teams ensure claims are processed quickly.
COLOR STABILITY
Solar Gard offers exceptional quality films that ensure color stability throughout their lifetime.
CLARITY
Retaining clarity is good for aesthetics, but it is also important for safety. Inferior metalized film can cloud - distorting vision and increasing glare.
SUPERIOR ADHESIVES
Solar Gard exceptional adhesives ensure your film's optimal performance. Inferior adhesives can cause bad adherence to surfaces, resulting in film failure.
QUALITY AND PERFORMANCE TESTING
Solar Gard quality assurance means that each roll produced of a particular product will be of a consistent color for a seamless look.
Solar Gard conducts vigorous performance testing to ensure our products perform as expected in various conditions.

As a Customer Service Specialist you will be responsible to receive, investigate and respond to all customer inquiries regarding shipments, products, and
complaints. Interact with customers in a positive, friendly manner that ensures high customer
retention. Input phone/fax orders and relative data into the computer by performing the following
duties:
Essential Responsibilities of the Position (includes the following; other responsibilities may be
assigned):
Actively participates in the Quality Improvement Process by processing customer warranties and
complaints and helping bring clarity for the issues which need to be addressed by the Quality and
Operations Teams.
Acts as customer support for the Latin American market which encompasses Mexico, Central
America and South America.
Responsible for ongoing service, support and administration of all Computer Cut related activities
(orders, billing, etc.).
Talk with customers by phone concerning orders, returns and shipments and provide product
information on claims, processes and warranties.
Receive & input orders and ensure they are filled in an accurate and timely manner.
Call customers when necessary to advise shipment delay and/or information necessary to process
orders. Answer product availability questions; suggesting information about other products and
services. Follow through on customer requests as needed.
Arrange transfer of inventory from other Service Centers as needed.
Initiate tracers with carriers.
Make changes to or cancel orders/backorders.
Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped,
etc.).
Initiate file maintenance for corrections to computer' customer file. Perform clerical duties such as
filing invoices.
Fill out forms, determine changes for service requested.
Provide assistance to other service centers as the need arises. Respond to questions about their
orders and shipments.
Handle all customers in a professional manner.
Obtain customer feedback information.
Adhere to all company policies and procedures.

Essential Requirements for the Position:
High School diploma or GED; Associates Degree preferred.
Bilingual (English/Spanish), oral and written.
Excellent customer service skills (friendly, courteous, professional, and helpful).
Proficient with Microsoft Windows 2000/XP Professional.
SAP experience strongly desired.
Ability to read and interpret documents such as operating and maintenance instructions and
procedures manuals.
Ability to calculate figures and amounts.
Strong verbal, written and interpersonal skills.
Ability to organize and prioritize work.
Strong work ethic, with focus on attendance and punctuality.