Customer Service Representative

2 months ago

Tacoma, United States ASC Profiles Full time
Job DescriptionJob DescriptionCompany Description

ASC Profiles LLC is the leading manufacturer of steel roof and wall products and structural roof and floor deck in the Western U.S., servicing customers from six locations. ASC Profiles services various segments of the steel construction industry through its three divisions, AEP Span, ASC Steel Deck and ASC Building Products.

Who are we looking for?

If you enjoy working with people who are practical, put your safety first, and care about the communities in which they work, then ASC is the place for you. In this position, you will work with a dynamic and supportive team and contribute to the success of our business. We are looking for someone with experience in a manufacturing environment in the areas of Customer Service. 

Job Description

The Customer Service Representative with work in a hybrid capacity and process incoming orders for our AEP Span and ASC Building Products (BP) Divisions. The incumbent will have strong understanding of the product offer manuals for both AEP and ASC BP products and customer base. 

This position exists to coordinate customer orders and build customer relationships to generate business for ASC Profiles.  Developing strong relationships within our customer base is critical as this position is the primary customer contact for coordinating phased, and single order processing, and is the internal pivot point for the customer to support departments: Sales, Operations, Purchasing, Credit, and Logistics.

This position also functions to provide advice on order status, and offer technical support on product features, and installation guidelines. This position partners closely with Outside Sales Representatives for a team approach to manage the territory and/or customer assigned. Often the primary contact with the customer is ensuring proactive communication on all phases of the orders entered. 

  • Receive orders from customers. Prep (prepare) and price orders for accurate data entry using the product offer manual, related price pages, and policies/procedures defined by chosen material, point of production and customer supply agreements.
  • Input orders into order management software, deliver, activate order confirmation and make orders active.
  • Assist customers and end-consumers over the phone or in person regarding our products, services, lead times, product application, installation guidelines, paint systems / warranties, product samples and other key resources. Grow existing accounts through exceptional service and ability to quickly resolve customer concerns.
  • Assist customers with status or updates on existing orders.  Effectively manage customer expectations, ensuring that service and delivery exceeds expectations, providing timely and responsive follow-through for customers.
  • Mentor, train and support other CSRs on policies, product knowledge & servicing protocols.  Collaborate with other departments (Sales, Operations, IT, Logistics) to streamline service delivery & resolve cross-functional issues.
  • Performs follow-up activities on will calls, order clarification, internal order delays and other tasks as assigned, timely and consistently; documenting results, and follow-up actions; effectively coordinate/communicate with various internal departments to answer questions, provide clarification or make changes to orders.  Accurately maintain project files & records for accurate record keeping and follow up. Manage job site deliveries working with General Contractors, and transport.
  • Receive orders or prepare quotes based on quoting types, estimating, outside sales, customer service. Enter and manage large and/or non-standard orders, this includes MRF orders (exceeding 5000 lf), project orders and backlog orders.
  • Issue and receive order amendments, make required changes in order management software, and communicate with other departments the necessary actions required to support order amendment request. Facilitate claim resolution and recovery orders. Document complaint, enter complaint into the tracking system, investigate or take appropriate action to notify sales and management. Job cost backlogged material on remaining coil; performs weekly updates for Backlogs and 10-Day and Older reports.
Qualifications

Minimum:

  • Bachelor’s degree or at least 3 years relevant experience in lieu of degree
  • 3+ year’s customer service experience in construction related or manufacturing environment
  • 2+ years building products experience - either commercial or residential
  • ERP experience

Preferred:

  • 5+ year’s customer service experience in construction related or manufacturing environment
  • 2+ years building products experience - either commercial or residential
  • Project management experience
  • Knowledge of SAP Software
  • Knowledge of manufacturing processes and procedures
  • Knowledge of ASC Profiles Products 

Pay Range:

  • Hourly Range - $27.65- $41.48.  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. Employees will also receive eight hours of vacation leave every month and twelve paid holidays throughout the calendar year.


Additional Information

Key Skills & Competencies:

  • Ability to multi-task, prioritize and manage time effectively
  • Ability to work positively with cross-functional employees.
  • Analytic Skills
  • Dispute resolution / negotiation skills; ability to read specifications and drawings;
  • Excellent communication skills, both written and oral
  • Excellent customer service skills
  • Highly motivated with a desire to be successful
  • In-depth understanding of phased projects, scope/particulars/timeframes
  • Must be experienced in Microsoft Windows, Word, Excel, PowerPoint and MS Outlook.
  • Possess math skills, including the ability to work with fractions and decimals
  • Project management skills
  • Safety Orientation
  • Self-starter; high achievement orientation
  • Solid command of Microsoft Word, PowerPoint and Excel
  • Strong Data Entry
  • Strong organizational skills
  • Strong passion for providing excellent customer service
  • Team player

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. 

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