Customer Service Representative

4 weeks ago

Salem, United States BlueScope Full time
Company Description

ASC Building Products, an ASC Profiles LLC brand, is a leading manufacturer of premium metal roofing and metal siding products for the residential, agricultural, and commercial segments.

ASC Building Products is part of the BlueScope family of businesses. 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.

Job Description

The purpose of this position is to manage the order fulfilment process including claims resolution. 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 an Outside Sales Representative for a team approach to manage the territory and/or customer assigned. Often the primary contact with customer is ensuring proactive communication on all phases of the orders entered. It is important that this position has a strong understanding of the product offer manual in order to provide accurate information and details to customers.

Primary Duties & Responsibilities
  • Receives purchase orders from customers and ensures all information is correct and matches quote provided by Outside Sales Representative; evaluate if order is backlogged or for cut list. Ensures all pertinent credit information is collected prior to order entry.
  • Enter future orders are backlogged into SAP system to secure steel for standard and non-standard products following backlog guidelines. Enter purchase orders that include cut-lists into SAP in the appropriate production roll. Responsible for entering orders in truck load quantities, following customer sequence and bundling guidelines.
  • Understands production schedule to assign correct ship dates for orders based on shipping distance, mode of transportation or will call.
  • Issue order amendments to reflect changes made by customer or other departments; SPOC in managing the Order Amendment process to reflect changes made to customer orders by the customer, production, transportation or purchasing.
  • Maintains project files for active orders and ensures all changes are documented and included in the file.
  • Performs follow-up activities on will calls, order clarification, 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. Facilitate claim resolution and recovery orders. Document complaint, enter complaint into the tracking system, investigate or take appropriate action to notify sales and management.
  • Performs bi-weekly updates for backlogs; weekly updates for aged inventory reports.
  • Has all order entry double checked by a peer and in turn helps double check peer's order entry.
  • Locates coil batches used on orders and provides Mill Test Reports to customers.
  • Answers incoming calls and direct to others as necessary.
  • Maintains regular and punctual attendance.
  • Works extended hours, outside of regular shift schedule, as required by operational needs.

Qualifications

Minimum:
  • HS Diploma or GED
  • 2 years' customer service experience or equivalent industry experience
  • ERP experience

Preferred:
  • Bachelor's degree or at least 3 years additional experience in lieu of degree plus
  • 2+ year's customer service experience in construction related or manufacturing environment
  • 2-5 years building products experience - either commercial or residential
  • Project management experience
  • Knowledge of SAP Software or MS Dynamics
  • Knowledge of manufacturing processes and procedures
  • Knowledge of ASC Profiles Products; AEP Span preferred

Key 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 and i.e. 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

Working Conditions/Special Notes
  • Customer Contact
  • Extensive client contact, visibility, interaction, and exposure. May be required to host clients (existing or potential) and/or speak to senior level executives.
  • Work assignments are typically deadline driven
  • Computer usage may be required up to 90 percent of the time and include heavy periods of keyboarding, repetitive motion, and/or eye strain
  • Safety equipment or protective gear is required as necessary (e.g., insulated gloves, protective eye wear, hearing protection, hard hat, arm guards, safety shoes) when on production floor.

Additional Information

Additional information

Compensation range: $24.05 - $36.08 per hour

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.

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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