Customer Service Representative

Company Description
For over 100 years, BlueScope continues to build on our reputation of quality brands and products, leading technology and a customer-first spirit. Through our global brands, we are one of the largest manufacturers of building solutions in the world. Our diverse, bright and inspired workforce is committed to bettering the communities we serve through breakthrough thinking and innovations. Your goals, ideas and perspective can help shape our future – we look forward to hearing them!   

Customer Service Representative

Hybrid in Kalama, WA or Rancho Cucamonga, CA

Welcome to Steelscape.
Our team of 400 people is our strength, and we want our people to be safe, successful and well.

We love what we do. We’re a leading west-coast manufacturer of coated and painted metal for construction providing enduring products, inspiring design options and superior customer experience – building a foundation of strength, beauty and performance within our communities.

We sit alongside our colleagues at ASC Profiles as part of NS BlueScope Coated Products North America (CPNA), a joint venture between BlueScope and Nippon Steel.
Working in close-knit teams, our culture feels like a local business while benefiting from the scale of the group and global organization.

Joining the Steelscape team means you’ll play your part in our ongoing success as we consistently deliver for our customers and strengthen our communities, now and into the future.

Purpose

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 customers to support other departments: Sales, Production Planning, Purchasing, Credit, Logistics and Operations.  This position works very 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 customers 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 directions from Account Manager or Sales Manager. Handling calls for technical assistance.
• 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.
• Review reporting and forecasting. Performing weekly updates for aged inventory reports. Reviewing territory forecast with Account Manager or Sales Manager monthly and attending forecast meetings.
• Facilitating claim resolution and recovery orders
• Reviewing and working with quality and/or operations on held coil disposition

Tools Required

• SAP
• Excel
• Word
• MS Project
• Web Quote System
• XtraScape

Education & Experience 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 manufacturing environment
• Project management experience
• Knowledge of SAP Software
• Knowledge of manufacturing processes and procedures
• Knowledge of Steelscape preferred

Skills & Competencies

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

Salary Range: The expected pay scale for this role is $70,000.00 - $83,570.00 annually, depending on experience, skill set, and qualifications. In addition to base salary, this position is eligible for a targeted annual bonus of x, health and welfare benefits and 401(k) match in accordance with BlueScope policies.

Arbitration Notice

Steelscape LLC (and its related BlueScope companies) requires all new hires to sign a Mutual Arbitration Agreement as a condition of employment. This agreement provides that any employment-related disputes between you and the Company will be resolved through final and binding arbitration rather than in court, except where prohibited by law. The agreement also includes a class and collective action waiver, meaning claims must be brought on an individual basis.

Applicants may review a copy of the agreement upon request prior to signing.

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.