Customer Service Representative

Company Description

Steelscape is part of the BlueScope family of businesses; as a leading manufacturer of coated and painted steel products for the construction industry, Steelscape produces more than 600 million pounds of material for applications such as metal buildings, roofing, and siding, annually. BlueScope is a global steel company that manufactures and supplies some of the most essential and enduring structures in the world. With a history of over 100 years, BlueScope operates in 15 countries, employs over 16,500, and focuses on building a sustainable future with resilient and innovative solutions. Learn more at bluescope.com.

We are seeking a Customer Service Representative who brings their collaborative, client facing, and change-friendly mindset to work and drives proactive change to achieve the goals of the business. This role can be based out of Kalama, WA or Rancho Cucamonga, CA and will have a hybrid schedule after the initial training period.

Job Description

The purpose of this position is to manage the order fulfilment process and develop strong relationships within our customer base as the key internal contact. The CSR is the primary customer contact for orders processing and is the internal pivot point for customer to support other departments: Sales, Production Planning, Purchasing, Credit, Logistics and Operations. This position works closely with all other departments in the production and delivery of customer goods and one key to success will be developing those contacts and understanding all aspects of Steelscape. Often the primary contact with customer is ensuring open communication and updates on all aspects of orders entered. This position also functions to provide quotations, advice on order status and offer technical support on product offer.

Primary Duties & Responsibilities

• Being proficient in Steelscape product offerings, capabilities and operational procedures.
• Taking orders from customers and input into order management software following the service offer, policy, and procedure, including order acknowledgement process.
• Review customer status reports on a weekly basis for accuracy. 
• Using the web quote system to price orders in compliance with direction from Account Manager or Sales Manager. Handling calls for technical assistance.
• Issuing order amendments to reflect changes made by customer or other departments.
• Review reporting and forecasting. Performing weekly updates for aged inventory reports.
• Reviewing territory forecast with Account Manager or Sales Manager on a monthly basis and attending forecast meetings. 
• Facilitating claim resolution and recovery orders. 
• Reviewing and working with quality and/or operations on held coil disposition. 

Qualifications

Minimum:

• HS Diploma or GED
• Two years’ customer service experience or equivalent industry experience
• ERP experience 
• Track record of strong performance and achievement of goals

Preferred:  

• Bachelor’s degree or at least 3 years additional experience in lieu of degree plus 
• 2+ year’s customer service experience in manufacturing environment 
• Project management experience 
• Knowledge of SAP Software 
• Knowledge of manufacturing processes and procedures 
• Knowledge of Steelscape preferred 

Key Competencies:

• Ability to multi-task, prioritize and manage time effectively 
• Ability to work positively with cross-functional employees.
• Analytical Skills
• Dispute resolution / negotiation skills
• Excellent communication skills, both written and oral 
• Excellent customer service skills 
• Highly motivated with a desire to be successful 
• Experienced in Microsoft Windows, Word, Excel, PowerPoint and MS Outlook.
• Self-starter; high achievement orientation
• Strong organizational skills
• Strong passion for providing excellent customer service 
• Team player 

Pay Range: 

 $63,858.00 - $95,786.00 annually

Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan, as well as a deferred compensation plan.

Additional Information

The preceding job responsibilities and tasks were designed to indicate the general nature and level of work performed by associates in this job. It is not designed to contain or be interpreted as a comprehensive inventory of all job duties and responsibilities required of associates assigned to this job. Associates may be required to perform other duties as assigned. Additional job competencies, individual goals, and performance measurements are set at the department level.

The benefits are just as rewarding as the work at BlueScope. To support our goal, we offer a total compensation plan and an outstanding benefits package that includes health insurance, life insurance, short and long term disability, paid time off, and retirement. 

EEO Employer/M/F/Disabled/Protected Veteran

BlueScope is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status, as a protected veteran, among other things, or status as a qualified individual with disability.