Customer Service Representative

Bluescope-Buildings-North-America,-Inc.; Annville (Lebanon County); On-site; USD 45,000 - 65,000; Full time

Job summary

BlueScope is seeking a Customer Service Representative to support the Project Manager with field calls from Builders and manage the lifecycle of field issues through to resolution.

You will investigate issues, coordinate with Manufacturing, Engineering and Project Management, and track claims, ensuring accurate documentation and timely communication with stakeholders.

Qualifications

• Minimum: Associates or 2-year technical degree.
• 3 years of related work experience in detailing, project clarification, project assistant or project management.
• Preferred: 4+ years of relevant work experience.

Responsibilities

• Assist the Project Manager with field calls and initial reports of field issues from Builders.
• Investigate field issues, coordinate resolution with Manufacturing, Engineering, and Project Management, and track status of claims.
• Process parts orders, job adds, shortages and errors through Compass and BSP; write and route change orders.
• Create field call tracking matrix for complex multi-phase projects and provide data for root cause analysis.
• Facilitate communications with Builders during claims investigation and resolution.

Education

Associates or 2-year technical degree

Tools

AutoCAD

Job description

Company DescriptionFor 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 Service Representative assists the Project Manager with field calls. The Representative receives initial reports of field issues from customers (Builders). The Customer Service Representative manages the life cycle of the field issue which includes, investigating the issue, collaborating with other functions of the business to determine the resolution, and serving as the contact for the customer (Builder) throughout the claims process.Job DutiesContribute to providing services and products with Zero DefectsRespond to field issues reported by the Builders and problem solve field issues to resolve claims by reviewing plans, specifications, scope, COGS, job folder, and clarificationWork with Manufacturing and Shipping on completing parts orders as well as processing job adds, shortages, and errors through Compass and BSP. Write change orders and ensure they flow properly through the business.Collaborate with Manufacturing, Engineering, and Project Management to determine final resolutionTrack and follow-up on status of claims. Document potential claim issues and provide Project Managers with back-up information for submitted claimsComplete claims analysis and develop training on results of root cause analysis. Create field call tracking matrix for complex multi-phase projects. Hold communication meetings with internal and external personnel to bring all claims and errors to completion.Facilitate communications with Builder during claims investigation and resolution processEducation & Experience QualificationsMinimum:Associates or 2-year technical degree3 years of related work experience in detailing, project clarification, project assistant or project managementExperience with Pre-Engineered Metal Building practices, including parts order entry processes and reading architectural and VPC construction drawingsPreferred:4+ years of relevant work experience2+ years of pre-engineered metal building (PEMB) experienceAutoCAD experienceAdditional InformationThe 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 VeteranBlueScope 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.