Customer Service Representative

BlueScope•Rancho Cucamonga, WA

1d•Hybrid

About The Position

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.

Requirements

Minimum HS Diploma or GED
2 years customer service experience or equivalent industry experience
ERP Experience
Excellent communication skills, both written and oral
Excellent customer service skills
Must be experienced in Microsoft Windows, Word, Excel, PowerPoint and MS Outlook.
Solid command of Microsoft Word, PowerPoint and Excel
Follow BlueScope Safety Framework and Policies
Ability to multi-task and manage time effectively

Nice To Haves

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
Ability to work positively with cross-functional employees.
Analytic Skills
Dispute resolution / negotiation skills
Highly motivated with a desire to be successful
Self-starter; high achievement orientation
Strong organizational skills
Strong passion for providing excellent customer service
Team player

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