Online Customer Care III (CRL) at Oldcastle… · Los…

Summary: Oldcastle Building Envelope is a leading provider of architectural glass and building products, contributing to various architectural projects. The Online Customer Care III role involves providing exceptional customer service, resolving product issues, and facilitating a unique experience for customers while collaborating with the team. Responsibilities: - Maintain at least 40 email replies per day from Askus Mailbox (crl@crlaurence.com). Maintain email resolution time between 24-48 hours - Convert Quotes to orders as requested in Askus mailbox or B2B pending requests - Website Pending Requests – B2B Online Support Information Center, maintain inquiry replies within 24 hours. Maintain inquiry resolution within 24-48 hours - Maintain EN69 Web Order Review. SLA is to convert web order within 30-minutes of order being placed on website - Maintain IQ02 Customer Service P&C file. SLA is to respond, forward or assign P&C to appropriate department within 30-minutes. Process, release, update and delete all approved SHORTAGE01 orders in IQ02 - New Account set up, Unites States and Canadian accounts. B2B Online Support Information Center, respond to or approve new account applications within 24-48 hours. FM10R- Clear out FM10R accounts in review approved from the B2B New account applications - Assist customers with website issues through ASM Assisted Sales Module as well as SAP Back Office, i.e. logging in, initiate reset password, Cart ID lookup, User ID lookup, Add/Delete or Edit Users, Unlock user account, pay invoices, etc - Issue Cherwell IT tickets or Website Submission Form to report failed functionality on beta.crlaurence.com and Tandem - Dealer Requests – B2B Online Support Information Center. SLA is to respond to Dealer Requests within 24 hours. (when do we change to 2 hours) - Assist PGS or Customer with locating Web Orders in B2B Online Support Information Center or EN69 Web Review - EN82 Work Orders Revisions - EN83 First Review release - Convert Work Order to Credit Memos - Convert Repairs to Credit Memos - EN89 High Dollar / VM / Plus 6 months release - Q1C's- Q1 workorders released through Q1 program - BCR - Bankcard CM Refund Review - BCA - Bankcard Refund Approved - EN82 Work Orders Revisions – no basis for monitoring nor need to monitor - EN83 First Review release – monitor through EN83 file, TRAP report and audit results - Convert Work Order to Credit Memos monitor through EN83 file, TRAP report and audit results - Convert Repairs to Credit Memos - monitor through EN83 file, TRAP report and audit results - EN89 High Dollar / VM / Plus 6 months release - monitor through EN83 file, TRAP report and audit results - Q1C's- Q1 workorders released through Q1 program - Tandem only (at this point but could create a TRAP report similar to EN83 report) - BCR - Bankcard CM Refund Review - Tandem only (at this point but could create a TRAP report similar to EN83 report) - BCA - Bankcard Refund Approved - Tandem only (at this point but could create a TRAP report similar to EN83 report) Required Qualifications: - Completed 9 months of CRL customer service experience in Core Products - Maintained 9 Calls/Hour for three consecutive months - Maintained Error Percentage in good standing for three consecutive months - Satisfactory demonstration and understanding of Core Products - Satisfactory demonstration of all Entry programs and processes - Satisfactory demonstration of 'after the sale' problem resolution skills Required Skills: CRL Core Products Knowledge, Email Customer Support, B2B Online Support, SAP Back Office, Cherwell IT Ticketing, Order Processing, Credit Memo Processing, Web Order Management Benefits: Benefits that benefit you – industry competitive benefits at the lowest cost to the employee, Work-life balance – PTO and holidays, including floating holidays you can choose, Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses, Training – We will equip you with the knowledge and skills you need to succeed