WHY DO WE NEED YOU?
The Customer Care Specialist III is a customer-focused professional who serves as a passionate advocate for customers while delivering exceptional service across multiple communication channels. This individual demonstrates empathy, patience, strong communication skills, and the ability to leverage technology effectively to provide clear information, guidance, and solutions.
The ideal candidate possesses a positive attitude, strong work ethic, willingness to learn, and a genuine commitment to helping customers. They play a critical role in building customer loyalty by ensuring every customer interaction aligns with company brand standards and service expectations. Responsibilities include working as a liaison for product management, manufacturing and sales to ensure customer satisfaction. Additional responsibilities include administrative functions vital to the retention of high value business. Incumbent in this role will need to be able to seamlessly put themselves in the customers' shoes and advocate for the customers when necessary.
Escalation Support
- Primary triage for all customer issue escalations
- Facilitate credit approvals for new customers and credit line increases for existing customers
- Lead customer retention efforts through the use of effective problem-solving skills
- Maintain extensive knowledge of our products and services as well as market trends in order to understand the customer's needs
- Resolve all level customer complaints concerning billing, products or services rendered, by providing timely solutions to the customer, understanding when high level customers need further escalation to upper management.
- Lead problem resolution efforts with Quality Assurance and other key departments to identify root cause and corrective action needed for future improvement to customer service
- Facilitate internal communications to sales representatives, manufacturing team, and management as needed to improve customer service processes
- Provide pricing and lead time quotations to customers in a timely manner
Customer Care
- Provide exceptional customer service by actively listening to customers regarding the service we provide and finding the best solution for the customer
- Clarify and promote the value proposition to our customers
- Strategically navigate high level customers through their lifecycle within our organization and tools
- Lead the onboarding of all new higher level customers through credit and other internal systems to ensure the order fulfillment process sets the right first impression for new customers
- Clearly, consistently, and effectively communicate with customers by phone, email and/or in person to receive orders, cancellations, and changes in product(s) or to clarify needs and requirements
- Assist the Customer Care Manager in guiding all customer care representatives in the execution of assigned tasks and ensuring that their services are of maximum satisfaction to the customer
Process Support
- Identify necessary customer solutions and order management process changes through research, interactions and feedback
- Implement identified process changes and improvements by ensuring proper training of customer care team members
- Proactively identify problems that might arise from operations with the use of ethical procedures and professional judgment
- Lead efforts to streamline the coordination of product shipments, expediting shipments, arranging pick-up of defective product, etc. with shipping department
IS THIS JOB FOR YOU?
What do you bring?
- Bachelor's Degree or equivalent experience in Customer Care / Customer Service, any concentration
- 3-5 years experience with direct customer contact and communication - Required
A LITTLE MORE ABOUT US
Omniseal Solutions, part of Saint-Gobain, specializes in designing and manufacturing precision sealing and wear-control solutions for critical applications in extreme environments, including cryogenic, high-temperature/high-pressure, ultra-high vacuum, and tight-tolerance conditions. The company serves demanding global markets such as aerospace, automotive, power generation, semiconductor, life sciences, nuclear, industrial, and aviation industries.
As a business unit of Saint-Gobain—a 360-year-old Global 500 company—Omniseal Solutions combines the stability of a large multinational organization with the agility and entrepreneurial culture of smaller, innovative teams. Saint-Gobain is recognized globally as both a top employer and a leading innovator, driven by nearly 200,000 diverse employees collaborating worldwide. The organization emphasizes teamwork, problem-solving, and forward-thinking innovation to create solutions that improve lives and enable the world of tomorrow
LEGAL STATEMENT
Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.
This position is subject to export controls under the International Traffic in Arms Regulations (ITAR). Qualified applicants for the position must meet the ITAR definition of “U.S. Person” at 22 C.F.R. 120.15 as a: U.S. citizen, U.S. national, lawful permanent resident, or otherwise a protected individual (including for example refugees and asylees).
Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state’s Pay Transparency laws to the SGNA HR Compliance team at [email protected].
BENEFITS IN JOINING US
Pay Transparency:
Certain locations require pay information be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees' wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer potential candidates. Provided is the national pay range for this position which is $64,500.00 to $97,500.00 per year. However, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.
In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 8% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $ $69,600.00 to $105,300.00. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.
Employees have the flexibility to choose the benefits that best fit their individual needs.
- Health and Wellbeing – Supporting your wellbeing, to thrive in life and work.
- Medical, Prescription Drug, Vision, and Dental Insurance
- Healthcare Saving Account and Flexible Spending Account options
- LiveWell Wellness Program
- Employee Assistance Program (EAP)
- Paid Time Off and Paid Parental Leave
- Retirement and Protection - Helping to make the future life you want a reality.
- 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
- Company-provided Life Insurance, AD&D, Short-Term Disability
- Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and Accident Insurance
- Additional Benefits – Helping shape the experience and impact you want
- Commuter Benefits
- Group Legal
- Identity Theft Protection
- Auto and Home Insurance
- Pet Insurance and Discounts
- Back-up Child & Elder Care
- PerkSpot Employee Discount Program
Job Reference: USA15045
