Customer Service Representative

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.

Key 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.

Primary Duties & Responsibilities:

Scope (brief description):

Provide excellenct service to customers through fulfillment of orders.

Supervisory Responsibilities & Reporting Structure:

• Supervises:  0 Direct reports
• Reports to: Customer Service Facilitator

Qualifications and Educational requirement(s):

Four-year degree required and/or minimum 5 years of customer service, sales, order management or related experience required.

Skills include: Customer Service, Verbal and Written Communication Skills, Decision Making, Problem Resolution, Creative Thinking, Analyzing Information, Order Management, Strong Microsoft Excel, Word and PowerPoint Capability. 

Metrics for success:

(what metrics will this position be measured on for performance and held accountable for? Must be able to be measured and reported on. Top 3-5 metrics)

1. Inventory
2. OTIFG
3. Shipments
4. Order incidents

Gerdau believes in equal employment opportunity related to all employees and applicants for employment. It is the policy of Gerdau that there will be no discrimination against any employee or applicant for employment on the basis of race, religion, color, national origin, citizenship, marital status, sex, age, sexual orientation, genetic information, gender identity, veteran status, disability, or other legally protected status. All external applicants must be legally eligible to immediately work in the country of hire without current or future sponsorship.  

If you are vision-impaired or have some other disability under the Americans with Disabilities Act / Accessible Canada Act or a similar law, and you wish to discuss potential accommodations related to applying for employment at Gerdau, please contact our Talent Acquisition Team at (866)-788-2798 or recruiting@gerdau.com