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 Team Leader is responsible for the supervision of their local Customer Service Representatives (2-4 people), prioritizing orders for scheduling, customer order & inventory management. The Customer Service Team Leader is responsible for ensuring his/her team provides best in class proactive communication, both internally and externally. The Customer Service Team Leader ensures that customer requirements are met and that customers are extremely satisfied with the services provided at BlueScope Coated Products (BCP).

Essential Duties & Responsibilities:          

• 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.
• Prioritize & communicate to Operations the orders to be scheduled at their BCP facility including daily changes as needed due to throughput issues and/or unplanned outages or lack of expected materials (metal and/or paint), and weekly revisions due to customer needs, planned outages and available materials.
• Communicate schedule changes to customers & BCP External Sales
• Process RMAs, claims, credits
• Participate in daily production meetings.
• Promote the need for proactive communication to customers including bad news.
• Communicate daily with all levels of BCP employees to assist in resolving problems and achieving company goals.
• May manage their own specific customer base with the daily tasks of a CSR.
• Assists in the claims/credit resolution.
• Weekly update of On Time Performance reporting providing late order reasons
• Maintain customer contact information.
• Train new hires
• Train staff on any changes to processes & procedures
• Timecard and vacation approval of their staff
• Address performance issues with employees, semi-annual and annual review of their employees
• 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.
• Keeps equipment and work area clean and orderly.
• Ensure compliance with federal and state laws.
• Perform all duties in a safe manner

Minimum:

• 3-5 years of experience or related work experience is required. 
• Supervisory experience of small or large groups
• Bachelor’s degree preferred. Additional experience may be considered in lieu of the educational requirements.
• High level proficiency in Microsoft Office applications, ability to create, format spreadsheets for analysis and reporting.
• ERP experience (Oracle preferred) 
• Preferred In the metal, paint and coil coating, metal buildings or any other manufacturing industry.
• Ability to work effectively to meet deadlines
• Critical thinker that can provide possible resolutions for all issues raised.

Language Skills: Ability to read and comprehend documents including but not limited to policy manuals, safety rules/programs, operating and maintenance instructions, procedure manuals, and simple correspondence. In addition, the ability to communicate information effectively one-on-one, in small group situations and settings is required.  

Mathematical Skills: Ability to perform general mathematic calculations including but not limited to addition, subtraction, multiplication, fractions, percentages, and statistics.

Reasoning Ability: Ability to apply common sense understanding to perform work instructions furnished in written, oral or diagram form a must.  In addition, the ability to solve problems, which involve multiple variables in a standard situation, is required.

Physical Demands:

While performing the duties of the job, the employee is regularly required to talk or hear. The employee is frequently required to walk. The employee is frequently required to stand; sit; bend; stoop; use hands and fingers to handle or feel objects; reach with hands and arms; lift; climb and/or balance for essential tasks. Specific vision abilities include close-up and distance vision, color vision, peripheral vision, and depth perception.

Work Environment:

The employee may be required to enter areas that are near moving mechanical parts, with occasional exposure to hazardous chemicals, and extreme cold or heat. The noise level in the work environment is considered moderate and may require the use of hearing protection. The employee will be required to utilize Personal Protective Equipment (PPE) when accessing certain manufacturing areas.

Safety Responsibilities:

Before initiating work at BCP, the employee is required to read and understand the position’s Job Safety Analysis.  The employee must wear appropriate Personal Protective Equipment (PPE) and perform tasks in a manner consistent with BCP safety training and OSHA regulations.

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.

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. 

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