Customer Service Representative

Date: Feb 2, 2024

Location: Jackson, Michigan, US, 49202

Company: Gerdau

Empowering people who build the future.

Job Summary:

 

Perform a variety of sales support duties to include providing price quotes as requested, various report gathering, faxing or e-mailing documentation to customers or mill personnel, data entry, claims processing, order entry, review of online orders, awareness of their role in booking to plan, maintaining customer contact information, and other routine office duties to support the sales teams.  Receive guidance and direction from Account Specialists, Account Specialist Team Leads, Sales Managers, and/or Directors.  

 

 

QUALIFICATIONS:

 

  • Bachelor’s degree in Business Administration, Finance, Marketing, or a related field from a four year college or university is required.
  • Proficient with Microsoft Office
  • Entry level sales position which requires 0-2 years of sales experience.

 

 ABILITIES AND SKILLS:

 

  • Requires the ability to work in fast-paced, self-directed environment.
  • Exceptional verbal and written communication skills, including excellent telephone sales personality skills.
  • Excellent customer service skills.
  • Problem resolution, and creative thinking skills

 

Principal Responsibilities:

  1. Maintains an ongoing relationship with selected customers and sales staff.
  2. Uses knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer.
  3. Answer phones and assist sales team as directed.
  4. Maintain customer database for mass communication.  Monitor mass communication system for completion, and notify necessary parties of breakdowns. Enter new customer data and other sales data for current customers into computer database.
  5. Provides availability, and schedule information within established guidelines.
  6. May assist with quoting prices.
  7. Serves as communication link between customers and sales staff to assure responsiveness.
  8. Tracks order activity, and alerts appropriate staff of any potential delivery problems.
  9. May assist with investigations and help resolve customer problems with deliveries.
  10. Review weekly/Daily FMOM dashboard-Find opportunities when analyzing trends related to orders.  Highlight opportunities for the team
  • Review weekly/Daily CSP dashboard- Find opportunities when analyzing trends related to bookings and shipments compared to CSP. 
  • Raise issues to ASR around potential over booking compared to CSP as new orders come into the pipeline
  1. Follow up with Account Specialist Representative-

Weekly to provide an update to the ASR on items related to:

  • Order Confirmation issues
  • Bookings vs. CSP
  • Customer Complaints that requires more detail or input from ASR
  1. Attend organization/product line meetings as defined

Meetings such as, but not limited to: Town Hall, Sales Order Management Meetings, Lunch and Learns

  1. Process Customer complaint through research to identify the root cause and input customer complaints into CRM
  2. Customer Service activities
  • Generate open order reports for Customers and/or territory
  • Mill test certification request
  • Invoice request
  • Re-certification
  • Entering sales orders
  • Review all ZWEB orders for accuracy according to the defined guidelines and unblock when order meets the review criteria
  • Communicate weekly rolling schedule
  • Bill of lading request (BOL)
  • Canceling Orders
  • Check availability
  • Follow up re-confirmation
  • Support create timely deliveries and shipments- Proactively review and act on potential issues for delivery or shipment building
  • Sales order date management (changes)
  • Closing remaining order balances
  • Create SOM reports for ASR/RSR as needed
  • Prepare for the SOM meetings by providing feedback as to road blocks in order entry, reporting, data set up.
  1. Data Creation
  • Request new Ship-to Creation
  • Request new Sold-to Creation
  • Request new SKU Creation
  1. Training and development in systems, process and tools

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. 

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


Nearest Major Market: Jackson Michigan
Nearest Secondary Market: Ann Arbor