Customer Service Representative Job Details | Gerdau

Gerdau Ameristeel Corporation•Jackson, MI

66d

About The Position

Empowering people who build the future. BASIC FUNCTION (Primary Purpose): Support the Customer Service Department to optimize fulfillment of orders and overall customer satisfaction. The Customer Service Representative II (CSR II) acts as a key liaison between Gerdau and its customers, ensuring timely and accurate order processing, proactive communication, and effective resolution of service issues. This role manages a defined group of accounts and product lines, handling a significant volume of orders and customer interactions. Once trained, CSR II professionals are expected to demonstrate advanced knowledge of steel products, logistics, and customer service principles.

Requirements

Four-year degree required and/or minimum 5 years of customer service, sales, order management or related experience required.
Customer Service
Verbal and Written Communication Skills
Decision Making
Problem Resolution
Creative Thinking
Analyzing Information
Order Management
Strong Microsoft Excel, Word and PowerPoint Capability.

Responsibilities

Process and manage customer orders from receipt through shipment, including order entry, creating new products, expediting, and status updates.
Communicate proactively with customers regarding order status, changes, and issue resolution.
Collaborate with internal teams (Sales, Fulfillment, Logistics, Production Control) to ensure smooth execution of customer requirements.
Manage held and uncommitted inventory for assigned accounts.
Resolve pricing issues and disputes promptly and accurately.
Maintain detailed records of customer interactions, orders, and service issues.
Support onboarding and training of new team members as needed.
Assisting customers with order receipt through shipment, including order expediting and order status updates, communicating proactively whenever possible.
Entering customer orders within allowed tons.
Expediting priority and shutdown customer orders.
Managing held tons and uncommitted tons for customers.
Price entry and dispute resolution.