FiberTite CARE Specialist

WHO WE ARE

At Seaman Corporation, we are dedicated to creating and supplying quality, high-performance fabrics that protect our planet, our people, and our customers. From humble beginnings in 1949 to a multi-million-dollar organization, this family-owned business has grown to be a leading manufacturer in highly durable coated fabrics, supplying products to customers around the globe.

Every Seaman Corporation associate plays a valuable role in our company’s continuous growth. We believe by investing in the right people and resources, we can drive sustainable growth across the entire business.

Seaman Corporation products are composed of proprietary knitted or woven base fabrics and coating formulas to produce high performance roofing systems, geomembrane liners, truck tarps, architectural structures, and much more. We work exclusively with authorized fabricators, designers, consultants, engineers, and installers for quality solutions start to finish.

WHAT WE OFFER

• Company performance bonus in addition to base salary
• Flexible work opportunities including flex schedules and remote work from home up to two days per week (if applicable to role)
• Professional development opportunities including tuition reimbursement, course training, and networking
• A competitive benefits package including medical, dental, vision, 401(k) with company match, paid time off (PTO), volunteer time off (VTO), and paid holidays
• Fun and engaging activities including department outings, holiday parties, and our annual company-wide dinner

Seaman Corporation is seeking a FiberTite CARE Specialist to join our Operations team! This position will report to the Customer Experience Manager in Wooster.

POSITION SUMMARY

The FiberTite CARE Specialist will ensure that FiberTite customers receive the best service possible through processing orders, preparing general correspondence, and coordinating with other functions as required.  The CARE Specialist will respond to customer’s inquiries or complaints regarding Seaman Corporation’s products or services.  They will determine the best method to resolve complex customer service problems to ensure customer satisfaction and adherence to organizational policies.  The FiberTite CARE Specialist coordinates information to resolve problems. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Answers phone and electronic inquiries from Customers and Sales Reps/Regional Sales Managers
• Verifies & processes purchase orders from customers
• Clarify order details
• Set up new customers & process incoming orders
• Check stock levels
• Coordinate with manufacturing/vendor scheduling as necessary
• Advise customers on product availability
• Makes periodic calls to existing customers to determine satisfaction with the organization, products, or services.
• Communicates any changes in delivery dates or other changes to the customer and the Sales Rep.; Work with internal and external Seaman Corp team to provide superior service to customer base.
• Supports the FiberTite outside sales team and collaborates frequently with them.
• Monitors status of all open orders to ensure timely delivery and provides customer service regarding order status and logistics issues
• Communicates with Credit Manager to address credit hold issues
• Processes Debit/Credit memos, quality or complaint issues, color matching requests

REQUIRED QUALIFICATIONS

• Strong written and verbal communication skills
• Basic math proficiency

PREFERRED QUALIFICATIONS

• Prior customer service experience
• ERP system experience preferred

COMPETENCIES 

To perform the job successfully, an individual should be aligned with our company values and demonstrate the following competencies:

Do What’s Right

• Safety: Safety is our priority and everyone’s responsibility. If you see something unsafe, you are called to say something.
• Customer Focus: We are in business for the customer. Our (internal and external) customers deserve our focus, and we can create solutions that solve their needs.
• Integrity: Our words and actions reflect our values, and we hold respect for all individuals.

Work Together

• Collaboration: We must share openly with one another, listen actively, and seek to understand the needs of our colleagues. We will respect diversity and work to find common ground.
• Teamwork: We will trust the person and attack the process.

Create Solutions

• Entrepreneurism: Act with a spirit of entrepreneurism, challenge the status quo, and find innovative solutions to our obstacles.
• Continuous Improvement: Everyone is an advocate for continuous improvement. Be willing to learn something new and accept that failure is a part of the process.
• Results: At the end of the day, results are what drive us forward. Hold yourself accountable to remove roadblocks and focus on the outcome over the activity.

SUPERVISORY RESPONSIBILITIES: None

TRAVEL REQUIREMENTS: 10%