Account Specialist

At GAF Commercial we cover more than buildings. We cover each other. No matter what role, tenure, or department, under this roof you are helping to build the market leader in commercial roofing. Under this roof, we are assembling a winning team that puts the customer at the center of every decision and doesn't back down from hard work. Under this roof, we support one another in delivering operational excellence daily, while working to make a positive impact for our planet and our communities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most.

This exciting opportunity is part of our dedicated Commercial Customer Care team.

This position is based in our Parsippany, NJ corporate headquarters which currently operates on a hybrid in-office schedule. Though employees are welcome to work in our office on Friday, this position must be performed in-office on Monday through Thursday, with the option to work remotely from the employee's home office on Friday.

Summary 

The Account Specialist provides the highest level of account management to internal and external GAF customers with respect to all aspects of the Commercial order process including order placement, order management, Jobsite planning, customer and plant follow-up. Maintain solid interdepartmental and customer relationships by addressing questions and concerns with efficiency, accuracy, and professionalism. 

Specific responsibilities include, but are not limited to:

•  Point of contact for assigned commercial business accounts in regards to managing all aspects of the order management process. This includes, but is not limited to: 
  • Gathers and analyze data in order to process orders and maintain/update existing orders in a timely manner to meet and exceed customer expectations 
  • Provide real-time status information regarding orders to internal and external customers 
  • Managing a high volume of communication via emails and calls from customers as well as other departments quickly and accurately 
  • Ensuring orders are error-free 
  • Communicating product or procedure changes to the applicable party  

• Communicate alternative choices to customers and sales personnel when the product is unavailable. Provide supporting information by educating customers on products or alternative choices. 
• Develop and present internal and external departments with order information and reports as necessary or upon request. 
• Liaison between Customer, Sales, Supply Chain and Plants to ensure all customer/product issues are addressed in a timely manner 
• Follow through to ensure customer satisfaction, including but is not limited to, making outbound calls and sending emails with regards to the following:
  • Scheduled ship date changes 
  • Delayed shipments 
  • Customer pick-ups 
  • Jobsite order follow up
  • Provide alternate product options to customers to improve scheduled ship date
• Maintain training on all products and processes; attend training sessions as required.
• Maintain proper customer contact information including email, fax, phone, and contact name, as well as all special delivery instructions, receiving capacity, or product restrictions in the master memo.  
• Process all Returned Material Requests (RMA’s) according to policy; communicate with all necessary individuals to assure timely pick up of material. 
• Assist with special projects as needed and perform overtime as needed.
• Actively participate in the Customer Care Alternative Workplace and Laptop Programs to ensure business continuity at all times. 

Under This Roof, We Require  

• Bachelor’s Degree preferred 
• Minimum of 3 years related Customer Service experience
• Inbound/Outbound phone experience 
• Order Entry experience

Under This Roof, We Also Value  

• Excellent verbal and written communication skills 
• Excellent listening skills with an ability to fully understand the complexity of a problem and the ability to offer good solutions by providing a high level of customer satisfaction 
• Advanced ability to multitask
• The ability to work effectively with a team, develop workflows and processes to help improve performance is an essential requirement. 
• Ability to manage and organize information from various channels such as phone, email, and EDI 
• Excellent organizational skills and attention to detail 
• Advanced problem solving and creating thinking skills 
• Advanced time management skills 
• Advanced follow-through skills  
• Advanced telephone techniques 
• Advanced ability to navigate a computer system 
• Intermediate level proficiency in MS Office and Google Suites 
• Intermediate math skills – The ability to convert one unit of measure utilizing a conversion chart  

Travel Requirements: >5%

Minimum Requirements

 Pay Transparency

Base salary and/or rate of pay ranges listed are exclusive of fringe benefits and potential bonuses. Individual compensation offers will be determined based on a variety of factors, including but not limited to geographic location, relevant candidate experience and skill, education, and/or qualifications.Base Salary Range: $49,604-$68,205

How We Protect What Matters Most:

1. We offer a wide range of health insurance options that include medical, dental, and vision for you and your family. 2. Our Family-Building benefits support the many different journeys to fertility and parenthood. 3. Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions. 4. Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence. 5. Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program. 6. We're committed to fostering a culture that reflects our values to connect, empower, evolve, and inspire. We offer many opportunities for employees to connect with one another, including through our Employee Resource Groups who focus on education and allyship for all of our employees.

GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT.

We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace. We are committed to equal employment opportunity on the basis of each candidate's qualifications, experience, and merit, without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).