Senior Customer Success & Complex Orders Lead

Metals-USA; Torrington (CT); On-site; USD 25,000 - 41,000; Full time

Benefits offered by this job

Comprehensive benefits

Upward mobility

Competitive pay

Job summary

Metals USA -- Gregor Technologies Division in Torrington, CT is seeking a Senior Customer Service Representative to provide high-level service to internal and external customers, leveraging product knowledge, pricing, contracts, and order processes.

You will independently manage complex orders, support pricing justifications, and collaborate with Quality Assurance, Purchasing, and other departments to ensure timely resolutions.

Qualifications

• Experience in customer service and/or sales in a leadership role.
• Ability to comprehend and process work through the customer web-based portals.
• Ability to interface effectively with all departments to foster a success-oriented, accountable organization.
• Ability to communicate both oral and written effectively with both internal & external customers.
• Ability to respond effectively to time-sensitive and problematic & precarious inquiries and complaints.
• Ability to demonstrate professionalism & diplomacy to include telephone etiquette.
• Ability to multi-task, prioritize and manage time effectively.
• Computer Literacy to include Microsoft Office Products and ERP.

Responsibilities

• Provides timely and accurate information to internal and external customers regarding order status, product information, pricing, and other customer inquiries.
• Serves as a senior resource for the Customer Service team by providing guidance and support on complex customer service issues, orders, and processes.
• Maintains customer records and updates account information; modifies customer catalogs when economic price adjustments are executed.
• Obtains appropriate information and prepares and submits price justifications to customers.
• Reviews customer purchase orders to ensure accuracy of item pricing, quantities, manufacturing lead times, and other applicable requirements.
• Independently manages and expedites complex customer orders, price justifications, and time-sensitive requests to ensure customer commitments are met.
• Processes customer returns in accordance with departmental policies and procedures.
• Identifies and resolves product and service issues by clarifying customer concerns, determining the cause of the issue, and coordinating with Quality Assurance, Purchasing, and other internal departments to determine the best solution.
• Communicates solutions and corrective actions to customers and follows up to ensure timely resolution and customer satisfaction.
• Assists with prioritizing customer service activities and provides guidance to other Customer Service team members as needed.
• Supports the Supply Chain Manager in meeting and exceeding customer service expectations.
• Maintains effective communication and collaboration with internal departments to ensure customer needs are addressed accurately and efficiently.
• Demonstrates professionalism, diplomacy, and effective telephone etiquette when interacting with customers, vendors, and internal personnel.
• Handles multiple priorities, frequent interruptions, and time-sensitive customer requests while maintaining accuracy and attention to detail.
• Adheres to Reliance's Code of Conduct and customer confidentiality requirements.
• Performs other related duties as assigned.

Skills

Customer service leadership

Web portals

Cross-functional collaboration

Effective communication

Time-sensitive inquiries

Professionalism & diplomacy

Multi-tasking

MS Office & ERP

Tools

ERP system

MS Office

Job description

Metals USA -- Gregor Technologies Division in Torrington, CT is seeking a Senior Customer Service Representative to provide high-level service to internal and external customers, leveraging product knowledge, pricing, contracts, and order processes.

You will independently manage complex orders, support pricing justifications, and collaborate with Quality Assurance, Purchasing, and other departments to ensure timely resolutions.