Company Description

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!

  

The Customer Experience Representative serves as the primary contact for customers and/or consignees of BlueScope Coated Products. The Customer Experience Representative is responsible for customer communication, order entry, and inventory management. The Customer Experience Representative ensures that customer requirements are met and that customers are satisfied with the company services.

Primary Duties & Responsibilities

Supports Customer Orders

Receives customer purchase orders and enters sales orders & work ordersAudits their own order entry as well as order entry of others as part of the contract review processEnters and updates as needed accurate Requested Date, Promised Date & Scheduled Date for every orderItem creationCommunicates proactively with internal and external customersCoordinates APQP process for new customers and or new products for existing customers

Reporting

Communicates the weekly customer scheduling requirements to Customer Experience Team LeadResponsible for the creation and reporting of customer specific open order status and other customer reporting on a daily, weekly, monthly, quarterly basisResponsible for communicating daily with all levels of employees to assist in resolving problems and achieving company goalsKeep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Dispute Resolution

Coordinates the resolution of customer issues & problems with Quality, Operations & External SalesCompare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goodsContact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustmentsDetermine charges for services requestedRefer unresolved customer grievances to designated departments for further investigationResolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

Other Duties

Responsible for understanding and complying with the fundamental principles associated with the Quality and Environmental Managements systems in place at BlueScope Coated ProductsComplete all assigned training and testingKeeps equipment and work area clean and orderlyEnsure compliance with federal and state laws

Education & Experience Qualifications    

Minimum:       

2 Years experience in a related role

Preferred:       

Bachelor's degree

Working Conditions & Physical/Mental Demands

Work assignments are typically deadline drivenComputer usage may be required up to 90 percent of the time and include heavy periods of keyboarding, repetitive motion, and/or eye strainWork requires continuous mental attention and high alertnessSignificant reading in English required via Internet and/or bound volumesWork may be sedentary, or desk boundMay be required to conduct presentations, facilitate training, and/or speak in front of large groups of peopleRequired by telephone and/or in personRequired to distinguish colors on monitoring equipment, paper copy, computer screen, or for safety purposes where vision impairment may be life threatening

* Activities performed less frequently may nevertheless be essential functions.

The preceding job responsibilities and tasks were designed to indicate the general nature and level of work performed by associates in this job.  It is not designed to contain or be interpreted as a comprehensive inventory of all job duties and responsibilities required of associates assigned to this job.  Associates may be required to perform other duties as assigned.  Additional job competencies, individual goals, and performance measurements are set at the department level.

Additional Information
The preceding job responsibilities and tasks were designed to indicate the general nature and level of work performed by associates in this job.  It is not designed to contain or be interpreted as a comprehensive inventory of all job duties and responsibilities required of associates assigned to this job.  Associates may be required to perform other duties as assigned.  Additional job competencies, individual goals, and performance measurements are set at the department level.

The benefits are just as rewarding as the work at BlueScope.  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. 

EEO: Employer/M/F/Disabled/Protected Veteran

BlueScope is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status, as a protected veteran, among other things, or status as a qualified individual with disability.