Lead Customer Service Representative

BlueScope • Kalama, WA

1d • $32 - $41

About The Position

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! Lead Customer Service Representative 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 oversee day-to-day operations of the Customer Service Team, ensuring that key processes, customer needs, and business objectives are consistently met or exceeded while supporting sales, logistics, and production teams. The lead customer service representative serves as a resource and coach to the Customer Service Representatives, assisting with system challenges and process improvements. The Lead CSR works closely with the Customer Service Manager to implement procedures, monitor department KPIs, and drive operational excellence across the team.

Requirements

• Minimum: HS Diploma or GED. 5 years’ customer service experience
• ERP Experience
• Knowledge of manufacturing processes and procedures
• Skills & Competencies
• Strong ability to multi-task, prioritize workload, and manage time effectively in a fast-paced environment
• Proven ability to work collaboratively with cross-functional teams and industry peers
• Strong analytical, problem identification, and problem-resolution skills
• Effective dispute resolution and negotiation skills
• Excellent written and verbal communication skills
• Demonstrated commitment to delivering excellent customer service
• Highly motivated self-starter with a strong achievement and results-oriented mindset
• Strong organizational skills with high attention to detail
• Solid math skills, including the ability to work accurately with fractions and decimals
• Proficient in Microsoft Windows and Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook
• Proficient in SAP with a strong understanding of order flow processes
• Strong data review and interpretation skills to support planning, execution, and continuous improvement initiatives
• Ability to communicate effectively and timely across multiple business groups
• Team-oriented mindset with the ability to work independently when required
• Supportive attitude with a strong understanding of, and commitment to, corporate values and behaviors
• Commitment to following the BlueScope Safety Framework and all safety policies

Nice To Haves

• Bachelor’s degree or at least 3 years additional experience in lieu of degree plus 5+ year’s customer service experience in manufacturing environment
• Project management experience
• Knowledge of SAP Software
• Knowledge of Steelscape preferred
• Situational Leadership, Leadership Development, and Coaching for Improved Performance training preferred

Responsibilities

• Partner with the Customer Service Manager to implement new procedures, ensuring clear communication with the Customer Service team
• Provide ongoing training, coaching, and support to Customer Service team; assist in developing competencies, goals, and objectives with accurate documentation
• Provide direct SAP system support to Customer Service, including troubleshooting
• Lead team meetings, support self-directed work teams, manage performance, and remove obstacles to improve team effectiveness
• Perform all core Customer Service Representative duties and responsibilities

Benefits

• This role is eligible for a targeted annual bonus, 401k Savings plan, Healthcare (medical, dental and vision), and other generous rewards.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees