Customer Service Representative

BlueScope Buildings North America, Inc.; Kansas City (MO); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Short and long term disability

Paid time off

Retirement

Job summary

BlueScope Buildings North America, Inc. is seeking a Customer Service Representative to assist the Project Manager with field calls and manage the life cycle of field issues reported by Builders. You will investigate, coordinate with Manufacturing and Engineering, and support resolution throughout the claims process.

The role requires PEMB knowledge, strong communication, and problem-solving skills. AutoCAD experience is preferred, and prior detailing or project management exposure is a plus.

Qualifications

• Associates or 2-year technical degree required.
• 3 years of related work experience in detailing, project clarification, or project management.
• Experience with Pre-Engineered Metal Building (PEMB) practices, including parts order entry and reading drawings.
• Preferred: 4+ years of relevant work experience.
• Preferred: 2+ years PEMB experience.
• Preferred: AutoCAD experience.

Responsibilities

• Assist Project Manager with field calls and issue lifecycle from initial report to resolution.
• Investigate field issues, review plans/specs/scope/COGS, and determine resolution.
• Coordinate with Manufacturing and Shipping to complete parts orders and process changes.
• Write change orders and ensure proper flow through business processes.
• Collaborate with Manufacturing, Engineering, and PM to determine final resolution.
• Track status and follow up on claims; document issues and provide back-up information.

Skills

Customer service

Communication

AutoCAD

PEMB knowledge

Reading drawings

Problem solving

Documentation

Education

Associates or 2-year technical degree

Tools

Compass

BSP

Job description

Company Description For 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 Duties

• Contribute to providing services and products with Zero Defects
• Respond to field issues reported by the Builders and problem solve field issues to resolve claims by reviewing plans, specifications, scope, COGS, job folder, and clarification
• Work 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 resolution
• Track and follow-up on status of claims.
• Document potential claim issues and provide Project Managers with back-up information for submitted claims
• Complete 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 process

Education & Experience Qualifications

• Minimum: Associates or 2-year technical degree
• Minimum: 3 years of related work experience in detailing, project clarification, project assistant or project management
• Minimum: Experience with Pre-Engineered Metal Building practices, including parts order entry processes and reading architectural and VPC construction drawings
• Preferred: 4+ years of relevant work experience
• Preferred: 2+ years of pre-engineered metal building (PEMB) experience
• Preferred: AutoCAD experience

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.

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.

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

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 are a global leader in metal coating and painting products 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.