Customer Service Representative

Position: Customer Service Representative

Reports To: Customer Service Coordinator

FLSA Status: Exempt

Date: 2/28/2024

Our Company

Gränges is a global leader in aluminum engineering, manufacturing and innovation. Our vision is to transform the world through innovative aluminum engineering. We believe in the individual’s contribution to the success of the company. Working at Gränges means being surrounded by proud, skilled and motivated colleagues - in a safe work environment. In North America we specialize in rolled products for the HVAC, container and automotive industry. Visit us at www.granges.com.

Purpose

The Customer Service Representative is responsible for achieving excellence in customer satisfaction through effective customer account management. The Customer Service Representative is responsible for the total sales effort between the customer, field sales, manufacturing/operations and other related departments within the company. The Customer Service Representative will also be responsible for efficient and effective order management.

Job Responsibilities

· Process all customer orders in a timely manner and in compliance with customer care best practices to facilitate superior on time and in full to our customers. Daily interaction with customers concerning order deliveries, customer inventories and whether to expedite / schedule additional drivers.

· Exercise superior interpersonal skills inclusive of Listening, Empathy, and Persistence with regards to the customer relationship to achieve excellence in customer satisfaction. Actively decipher customer complex technical specifications and ensure material is within spec. Makes determinations on material that is out of spec and whether to scrap based on customer specifications.

· Ability to adjust, adapt, respond to, and be resourceful in the face of change to deliver business objectives.

· Provide timely information/knowledge regarding order management process, procedures, and system maintenance. Order Receipt, which exercises independent judgment and discretion by evaluating each PO to match plant capabilities for optimal order fulfillment and committing to product and quantity. Follow booking levels in the order book to ensure the customer is meeting to order quantities and their expected levels.

· Create and maintain customer data within the following: Microsoft Dynamics AX ERP System, SESAM, External Customer Systems and department applications including but not limited to Excel, PowerPoint, and e-mail.

· Recognize and reconcile any potential order conflicts such as delivery/shipping delays, pricing errors, promotional allowances, and out of stock situations to ensure customer orders will deliver on time and in full.

· Resolve and/or escalate critical order issues to achieve customer goals and priorities. Handling customer complaints and making independent decisions on how to address.

· Manage customer consignment inventory levels, including metal inventories at 3rd party slitting companies.

· Monitor shipments to ensure that material is received on time and resolve problems related to undelivered goods.

· Interact with other departments such as Finance, Logistics Sales, and Planning to proactively resolve issues affecting customer orders.

· Work with Sales to effectively manage customer orders against forecast and production quantities. This includes maintaining effective communication with customers, sales, and planning groups to changes in demand or production capacity.

· Manage customer inventory to ensure in-stocks and Weeks of Supply meet or exceed customer targets.

· Meet with customers to enhance relationships and better understand customer needs.

· Consistently strive for continuous improvements by developing & sharing knowledge with others.

· Embrace and live the Gränges culture by leading with the four core values: Committed, Sustainable, and Action Oriented.

Qualifications

· Associate degree (A. A.) or equivalent from two-year college

· Customer Service and/or Order Management experience

· Expert knowledge of MS Office, including Outlook, Excel, and PowerPoint

· Ability to handle multiple tasks and projects at the same time

· Good interpersonal and communication skills.

· Ability to multi-task in a fast-paced environment

· Experience with ERP/MPR systems and the ability to quickly learn other software programs

Gränges Americas is proud to be an Equal Employment Opportunity employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

Job Type: Full-time

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Paid time off

- Professional development assistance

- Vision insurance

Work Location: In person