Customer Service and Sales Support Representative

Primary Responsibilities

Administration Major Deliverables:

• Administrative accuracy of customer POs – entering and verifying customer purchase orders
• Assist the customer service department to eliminate waste by continually looking for opportunities to automate administrative processes currently performed manually.
• Provide the customer service department with first level help chain assistance and instruction with PC/software related questions
• Develop and maintain queries and other reports as required by the sales service unit
• Compile information for maintaining and distributing daily, weekly and monthly reports
• Create/Maintain charts to track department metric
• Perform pricing audits as required
• Tax-Exempt Certificate verification
• Responsible for accuracy of reports

Customer Sales & Service Major Deliverables:

• Manage the customer order cycle process. This includes, but is not limited to bookings, standard order entry, scheduling, pricing.
• Familiarization with personnel in sales and marketing and the business unit.
• Develop an understanding of the BU’s flat-rolled products, their manufacturing flowpaths, characteristics, and sizes so as to be able to effectively enter customer purchase orders
• First responder to Cold Calls. Forward information to appropriate CSSR.
• Review and Book Depot orders.
• Supply agreement reviews (daily review).
• Enter and Book Rework/Replacement orders.
• Enter and Book Scrap Orders.

A training program is offered that covers key aspects of the job. During the training program and the customer service role, you will need to quickly acquire, integrate and use knowledge in a variety of areas, such as:

• Knowledge of administrative and advanced clerical procedures
• Excellent communication skills and the ability to tactfully, expeditiously and professionally interact with internal and external customers.
• PC skills are essential, e.g. Windows 10, MS Office Suite (Word, Excel, PowerPoint, Outlook), Visio, Adobe Acrobat, AS400, Oracle, CRM, ArconicDirect.
• Understanding our product line and how it relates to our customer orders
• Navigating through multiple and complex computer systems used in the job, along with proficient keyboarding skills and attention to detail
• Understanding plant production processes and who are the appropriate plant contacts for different situations
• Understanding commercial policies and procedures and who are the appropriate commercial contacts for different situations,
• Applying administrative procedures
• Ability to extract data from databases, understand the data and correctly apply it to the processes

Essential Knowledge/Skills/Abilities:

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Service Orientation — Actively looking for ways to help people.
• Written and Verbal Expression — The ability to communicate information and ideas verbally and in writing so others will understand.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations;
• Integrity — Job requires being honest and ethical.
• Stress Tolerance — Job requires dealing calmly and effectively with high stress situations.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Time Management — Managing one's own time and the time of others effectively.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong.
• The Customer Service environment is fast paced. The successful candidates need to be able to handle multiple tasks simultaneously and be receptive to customer’s priorities.