Customer Experience Team Lead

BlueScope Steel Limited; Rancho Cucamonga (CA); Hybrid; USD 80,000 - 94,000; Full time

Benefits offered by this job

health insurance

life insurance

short and long term disability

paid time off

retirement

Job summary

BlueScope Coated Products in Rancho Cucamonga, CA, is hiring a Customer Experience Team Lead to supervise a small CX team and manage the production schedule. You will coordinate with Operations and External Sales to ensure customer requirements are met and that customers are highly satisfied with our services.

The role emphasizes proactive communication, process adherence, and timely analysis of orders, inventory, and RMA workflows to maintain service levels and quality compliance.

Qualifications

• Minimum 3-5 years of experience or related work experience.
• Supervisory experience of small or large groups.
• Bachelor’s degree or higher; additional experience may be considered in lieu of education.
• Proficiency with Microsoft Office; ability to create and format spreadsheets for analysis and reporting.

Responsibilities

• Supervise the local Customer Experience team of 3-4 Customer Experience Representatives.
• Manage workload to ensure timely completion of all tasks without overloading any single employee.
• Ensure compliance with all BCP Customer Experience processes & procedures.
• Own the production schedule planning for the facility, including daily changes due to throughput or material issues.
• Communicate schedule priorities to the Operations team and external sales and customers.
• Publish schedule models to SharePoint and manage RMAs, credits and scrap.
• Lead daily CX team meetings and promote proactive customer communication, including bad news when needed.
• Approve timecards and vacations; address performance issues with staff.
• May manage a core customer base with daily tasks of a CX representative.

Skills

Creative Problem Solver

Change Facilitator

Results Achiever

Builder of Customer Value

Collaborative Partner

Leader of People and Teams

Capability Builder

Education

Bachelor’s degree

Tools

Microsoft Office

Oracle ERP

Job description

Company Description

BlueScope Coated Products is one of the largest coil coating companies in the United States, with facilities across the country. With more than four decades of expertise providing painted metal coils and toll processing services for industries in the construction and consumer product markets, we pride ourselves on delivering premium quality, reliable service, and ongoing innovation to our customers.

Role Outline

The Customer Experience Team Lead is responsible for the supervision of their local Customer Experience Representatives, production scheduling, customer order & inventory management. The Customer Experience Team Leader is responsible for ensuring his/her team provides effective proactive communication, both internally and externally. The Customer Experience Team Leader ensures that customer requirements are met and that customers are extremely satisfied with the services provided at BlueScope Coated Products (BCP).

Key Focus Areas

Customer Experience Supervision

• Supervise the local Customer Experience team of 3-4 Customer Experience Representatives.
• Manage the workload of their team so all tasks get completed in a timely and efficient manner. without overloading 1 employee while others are under-utilized.
• Ensure compliance with all BCP Customer Experience processes & procedures.
• Owner of the production schedule planning process at their BCP facility including daily changes as needed due to throughput issues and/or unplanned outages & lack of expected materials (metal and/or paint), weekly revisions due to planned outages and new forecasted volume.
• Communicate schedule priorities to BCP Operations team.
• Communicate schedule changes to BCP External Sales and customers.
• Publish schedule models to SharePoint.
• Process RMAs, claims, credits and sell scrap.
• Participate in daily production meetings and lead daily CXR team meeting.
• Promote the proactive communication with customers including bad news.
• Communicate daily with employees to assist in resolving problems and achieving company goals.
• Timecard and vacation approval of their staff.
• Address performance issues with employees, semi-annual and annual review of their employees.
• May manage their own specific customer base with the daily tasks of a CXR.
• Weekly update of On Time late order reasons and create and maintain item catalogs.
• Maintain customer contact information for quarterly customer surveys.
• Respond to survey tickets by contacting customers and updating ticket system.
• Train staff on any changes to processes & procedures.

Quality Understanding

• Assists the Quality and Environmental Systems Manager with settlement of customer complaints and in new product development.
• Responsible for understanding and complying with the fundamental principles associated with the Quality and Environmental Managements systems in place at BCP.
• Ensure compliance with federal and state laws and perform all duties in a safe manner.

Scope

Scope Number of employees directly and indirectly supervised. 3-4 Customer Experience Representative.

Qualifications & Experience

• Minimum 3-5 years of experience or related work experience.
• Supervisory experience of small or large groups.
• Bachelor’s degree.
• Additional experience may be considered in lieu of the educational requirements.
• Microsoft Office applications, ability to create, format spreadsheets for analysis and reporting.
• ERP experience (Oracle preferred) Experience with metal, paint and coil coating or any manufacturing experience.
• Critical thinker that can provide possible resolutions for all issues raised.
• Ability to read and comprehend documents including policy manuals, safety rules/programs, operating and maintenance instructions, procedure manuals, and simple correspondence.
• Ability to communicate information effectively one-on-one, in small group situations and settings.
• Ability to perform general mathematic calculations including but not limited to addition, subtraction, multiplication, fractions, percentages, and statistics.
• Ability to apply common sense understanding to perform work instructions furnished in written, oral or diagram form.
• Ability to solve problems in multiple variables in a standard situation.

Skills and Abilities

• Creative Problem Solver – Seeks and leverages diverse perspectives; fosters innovation and creative solutions; finds smarter solutions and uncovers value.
• Change Facilitator – Models continual improvement; seizes opportunities to adapt; is optimistic about change and motivates others in the change journey.
• Results Achiever – Delivers against continually higher levels of performance; strives for constant improvement; looks for ways to work smarter; pushes forward despite ambiguity.
• Builder of Customer Value – Seeks to know customers deeply; walks in the customers shoes; constantly thinks about adding value to customer relationships.
• Collaborative Partner – Seeks to understand; shares knowledge; builds/uses diverse networks for greater impact; uses a range of skills and approaches to influence others.
• Leader of People and Teams – Clarifies purpose; builds team identity and spirit; inspires team members to work together; is fair, transparent, and thoughtful about others.
• Capability Builder – Prioritises learning and development and stretch outside comfort zones; invests in strengthening capability; makes judgements that allow others to achieve their full potential.

Work Environment

Office / cubicle workspace with moderate noise level. BlueScope embraces flexible working arrangements where possible and mutually agreed.

Pay Range

$80,000 - $94,000

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.

Benefits

• health insurance
• life insurance
• short and long term disability
• paid time off
• retirement

EEO

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.

We have built a solid foundation for growth with a diverse portfolio of businesses for building and construction industries, providing vital components for houses, buildings, structures, vehicles and more. We have built a solid foundation for growth with a diverse portfolio of businesses in some of the largest and fastest growing economies of the world. We are headquartered in Australia, with our people and operations spread across North America, Australia, New Zealand, Pacific Islands and throughout Asia.