CUSTOMER SERVICE REPRESENTATIVE

Gerdau•Tampa, FL

23d

About The Position

This position is responsible for entering and managing orders to ensure timely and accurate orders are delivered to customers and customers are satisfied. This position is responsible for supporting a specific product line or group of customers. Volume of sales and number of customers will range between 46,000 tons to 87,000 tons and between 27 to 170 different customers. Breadth of knowledge is dependent of area of responsibility but should include a basic understanding of mill and logistics operations, forecast planning, inventory management concepts, shipping and logistics knowledge, and customer service principles and objectives. CSR I will generally be assigned smaller accounts and slightly less overall volume to manage than CSR II job due to less experience and knowledge.

Requirements

2 or 4 year degree or 1 -3 year of experience in office or related type of environment
Experience with MS Office suite
Customer Service
Product Knowledge
Quality Focus
Problem Solving
Market Knowledge
Documentation Skills
Listening
Phone Skills
Resolving Conflict
Analyzing Information
Multi-tasking
Inventory Mgmt/Shipping

Nice To Haves

Experience previously with data entry
Experience previously with customer service
Experience previously with telesales

Responsibilities

Take customer orders (via call or email) to include product needed, timeframe needed and price constraints.
Find the product availability and enter the order and confirm.
Manage any changes to the order to include timeframe, price, product quantity, etc. and ensure customer is aware of impact of changes (i.e., effectively manage his/her book of business).
Create the shipment schedule and confirm order.
Be aware of forecast sales targets and communicate with inside/outside sales reps.
Identify cross sell and upsell opportunities with customers based on trends and prior orders (make suggestions; however, no specific quota or territory responsibility).
Coordinate with Fulfillment and Customer Service Mgr to find availability of materials and find alternatives to fulfill order for customer.
Create account set up details to include credit, logistics and production or products (i.e., SKUs).
Generate internal and external reports to understand order status and identify gaps.
Open and process customer complaints (price, quality and logistics) to include follow up.