Every day around the world, HarbisonWalker International's people and products stand up to the challenges and pressures of every job. And for more than 150 years, companies have relied on our world-class products that continue to set the gold standard for the refractory industry.

And while the people and products of HWI are as rock solid as ever, we’re moving forward with a whole new level of intensity. Today we’re forging stronger relationships, better manufacturing processes, and higher safety standards.

Would you like to be a part of this long standing tradition, great company and culture? We are looking for people who have strong work ethics, loyalty and manual labor skills. We offer full time positions with excellent benefits, including health benefits and 401K matching effective the first day of the month following your start date, 4 weeks of paid time off, 9 paid holidays and paid time off for charity volunteering. We also offer tuition reimbursement and promotion opportunities from within the organization.

ABOUT US

HarbisonWalker International Background

HWI is the largest supplier of refractory products and services in the United States. It counts 19 manufacturing sites, 22 distribution centers and the largest refractory industry research facility in North America. Serving virtually every major industry that requires refractory solutions to enhance production and protect assets, HWI is consistently recognized for its talented experts, industry firsts, and intensely driven excellence.

It is part of Calderys and is the brand for the Americas region of the Group. Joining HWI means joining an international organization with a history that spans more than 150 years, a Group present in 30 countries with a strong and ambitious purpose.

Are you looking for a career with opportunities to create, build, and participate in the evolution of an industry that’s vital to American and global manufacturing? A career with a company whose leadership is committed to business success and making HWI a great place to work? A career that is both challenging and rewarding? A career with professional and personal growth, work-life balance, and the chance to work with exceptional coworkers? Think HWI.

Purpose: We are the vital partner of all high temperature industries. We support them building a better world through sustainable solutions.

Values: We are Tenacious, Accountable, Multicultural, and Authentic

As an equal opportunity employer, and as demonstrated by our values, we are committed to a diverse workforce

As an Equal Opportunity Employer, we are committed to a diverse workforce.

Summary
The Customer Account Specialist II is focused on being the first and only call by driving customer satisfaction and loyalty and acting as an advocate for the customer. The Customer Account Specialist II will serve customers by managing relationships, actively communicating with customers, addressing customer requests and proactively anticipating customers’ needs. The Customer Account Specialist II will service inquiries for quotes, entering and managing orders, resolving disputes and customer complaints.

• Interacting with customers via email, phone, etc. to provide a prompt response to inquiries
• Managing and processing incoming customer orders and requests
• Following up on commitments to customers and internal constituents
• Communicating and coordinating with internal departments to ensure ability to meet quality and delivery requirements
• Maintaining customer records
• Providing customer support when required with our customer facing tools and resources
• Handling and resolving customer and shipping/delivery related complaints
• Reviewing and responding to customer feedback and quality issues
• Participating in improvement teams and providing feedback on internal processes and customer experience improvement opportunities

Qualifications

• The Customer Account Specialist II requires two (2) – four (4) years of customer service experience.
• BA/BS degree or equivalent practical experience
• Requires computer operation skills including, proficiency in Microsoft Office Suite and Oracle ERP.
• Exceptional customer service, interpersonal, communication and problem-solving skills and the ability to work effectively in a team environment
• Excellent organization skills with accurate and precise attention to detail
• Ability to multitask, prioritize and work independently
• Ability to handle stressful situations in a professional manner

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Work from home

Experience level:

• 4 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

People with a criminal record are encouraged to apply

Experience:

• Customer service: 2 years (Required)

Ability to Relocate:

• Moon, PA: Relocate before starting work (Required)

Work Location: In person