Customer Service Representative

BlueScope•Kalama, WA

1d•Hybrid

About The Position

For over 100 years, BlueScope has built a reputation for quality brands, products, leading technology, and a customer-first spirit, being one of the largest manufacturers of building solutions globally. Steelscape, a part of NS BlueScope Coated Products North America (CPNA), is a leading west-coast manufacturer of coated and painted metal for construction, providing enduring products and superior customer experience. The company emphasizes safety, success, and well-being for its team of 400 people, fostering a culture that feels like a local business while benefiting from a global organization. The purpose of this position is to manage the order fulfillment process and develop strong relationships within the customer base as the key internal contact. The CSR is the primary customer contact for order processing and acts as an internal pivot point, supporting departments like Sales, Production Planning, Purchasing, Credit, Logistics, and Operations. This role involves close collaboration with all departments to ensure the production and delivery of customer goods, with a focus on open communication and updates on orders. The position also provides quotations, order status advice, and technical support on product offerings.

Requirements

Minimum HS Diploma or GED
2 years customer service experience or equivalent industry experience
ERP Experience
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

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

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