Customer Support Representative

Shift: Monday to Friday 8 am to 5pm (Remote on Fridays)
Interview: Teams interview

The Customer Associate is the primary point of contact for Owens Corning's largest retail customers, including The Home Depot, Lowe's, and Menards . This role partners with customers and internal Supply Chain teams to provide exceptional service, solve problems, and support business growth while strengthening Owens Corning's position as the supplier of choice. This role is part of Customer Operations within the Supply Chain Team.

Reports to: Retail Customer Service Team Leader
Span of Control: Individual Contributor

JOB RESPONSIBILITIES

1. Serve and Support Key Retail Customers

Act as a primary customer contact for Owens Corning's strategic retail customers, including The Home Depot, Lowe's, and Menards

Build strong working relationships with customer contacts and develop an understanding of each retailer's business model, requirements, and operational expectations

Collaborate with Sales, Planning, Manufacturing, Warehousing, Transportation, and other Supply Chain partners to ensure best-in-class customer service and execution

Proactively identify and resolve customer issues while balancing customer satisfaction with Owens Corning business objectives

Enter and manage orders accurately and efficiently in alignment with company service standards and customer-specific requirements

Monitor order fulfillment, inventory availability, and delivery performance to ensure consistent service execution

Develop customer trust by delivering on commitments, maintaining transparency, and operating with integrity

2. Drive Operational Excellence in a Waste-Free Environment

Apply Lean Sigma principles and standard work practices to improve efficiency and eliminate waste within daily operations

Identify opportunities to streamline processes supporting high-volume retail customers

Develop, maintain, and execute standardized processes that improve service consistency and operational effectiveness

Utilize customer technologies, retailer-specific portals, and internal systems to support efficient order management and communication

Support continuous improvement initiatives that enhance the customer experience and supply chain performance

3 . Champion Safety

Develop and maintain a personal safety action plan in partnership with leadership

Adhere to Owens Corning safety standards and policies at all times

Promote a culture of safety through personal accountability and compliance

JOB REQUIREMENTS

MINIMUM QUALIFICATIONS

High school degree, Associates or Bachelor's degree preferred

EXPERIENCE :

SAP experience desired

Previous experience in an ever-changing, fast-paced customer service environment

Previous experience creating solutions in the best interest of the company and the customer

Previous experience working on computers

KNOWLEDGE, SKILLS & ABILITIES :

Fluency in Microsoft Applications (Word, Excel, Outlook, Teams, Power BI)

Knowledge of building materials industry preferred

Supply Chain knowledge

Strong oral & written communication and listening skills

Supportive and adaptive to a change management initiative

Critical thinking to proactively problem solve