Customer Service Representative providing exceptional service to customers. Handling inquiries, resolving complaints, and updating information in the system.
About the role
- Customer Service Representative at BlueScope assisting Project Manager with field calls and claims resolution. Collaborating with internal teams to ensure Zero Defects and effective communication during the claims process.
Responsibilities
- Assist the Project Manager with field calls
- Receive initial reports of field issues from customers (Builders)
- Manage the life cycle of the field issue which includes, investigating the issue, and collaborating with other functions of the business
- Serve as the contact for the customer (Builder) throughout the claims process
- 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
- Work with Manufacturing and Shipping on completing parts orders as well as processing job adds, shortages, and errors
- 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
Requirements
- Associates or 2-year technical degree
- 3 years of related work experience in detailing, project clarification, project assistant or project management
- Experience with Pre-Engineered Metal Building practices, including parts order entry processes and reading architectural and VPC construction drawings
- 4+ years of relevant work experience preferred
- 2+ years of pre-engineered metal building (PEMB) experience preferred
- AutoCAD experience preferred
Benefits
- health insurance
- life insurance
- short and long term disability
- paid time off
- retirement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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