Customer Service Representative

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 

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. 

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.