Customer Service Representative

Job Description
The purpose of this position is to manage the order fulfilment process including claims resolution. This position exists to coordinate customer orders and build customer relationships to generate business for ASC Profiles. Developing strong relationships within our customer base is critical as this position is the primary customer contact for coordinating phased, and single order processing, and is the internal pivot point for the customer to support departments:
Sales, Operations, Purchasing, Credit, and Logistics. This position also functions to provide advice on order status, and offer technical support on product features, and installation guidelines. This position partners closely with an Outside Sales Representatives for a team approach to manage the territory and/or customer assigned. Often the primary contact with customer is ensuring proactive communication on all phases of the orders entered. It is important that this position has a strong understand of the product offer manual in order to provide accurate information and details to customers.
Primary Duties &
Responsibilities
Receives purchase orders from customers and ensures all information is correct and matches quote provided by Outside Sales Representative;
evaluate if order is backlogged or for cutlist. Ensures all pertinent credit information is collected prior to order entry.
Enter future orders are backlogged into SAP system to secure steel for standard and non-standard products following backlog guidelines. Enter purchase orders that include cut-lists into SAP in the appropriate production roll. Responsible for entering orders in truck load quantities, following customer sequence and bundling guidelines.
Understands production schedule to assign correct ship dates for orders based on shipping distance, mode of transportation or will call.
Issue order amendments to reflect changes made by customer or other departments;
SPOC in managing the Order Amendment process to reflect changes made to customer orders by the customer, production, transportation or purchasing.
Maintains project files for active orders and ensures all changes are documented and included in the file.
Performs follow-up activities on will calls, order clarification, and other tasks as assigned, timely and consistently;
documenting results, and follow-up actions;
effectively coordinate/communicate with various internal departments to answer questions, provide clarification or make changes to orders. Facilitate claim resolution and recovery orders. Document complaint, enter complaint into the tracking system, investigate or take appropriate action to notify sales and management.
Performs bi-weekly updates for backlogs;
weekly updates for agedinventory reports.
Has all order entry double checked by a peer and in turn helps double check peer’s order entry.
Locates coil batches used on orders and provides Mill Test Reports to customers.
Answers incoming calls and direct to others as necessary.
Maintains regular and punctual attendance.
Works extended hours, outside of regular shift schedule, as required by operational needs.