Customer Service Representative

About the Role

BlueScope is a global leader in building solutions with a 100-year reputation for quality, innovation, and customer-first spirit. As a Customer Service Representative, you will assist the Project Manager with field calls, manage the life cycle of field issues, and serve as the primary contact for customers (Builders) throughout the claims process.

Responsibilities

• Contribute to providing services and products with Zero Defects.
• Respond to field issues reported by Builders and problem-solve to resolve claims by reviewing plans, specifications, scope, COGS, job folder, and clarification.
• Work with Manufacturing and Shipping to complete parts orders and process 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 the status of claims.
• Document potential claim issues and provide Project Managers with backup information for submitted claims.
• Complete claims analysis and develop training based on root cause analysis results.
• Create a 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 Builders during claims investigation and resolution.

Requirements

• Associate or 2-year technical degree.
• 3 years of related work experience in detailing, project clarification, project assistant, or project management roles.
• Experience with Pre-Engineered Metal Building (PEMB) practices, including parts order entry processes and reading architectural and VPC construction drawings.

Preferred Qualifications

• 4+ years of relevant work experience.
• 2+ years of pre-engineered metal building (PEMB) experience.
• AutoCAD experience.

Benefits

BlueScope offers a total compensation plan and an outstanding benefits package, including:

• Health insurance.
• Life insurance.
• Short- and long-term disability.
• Paid time off.
• Retirement benefits.