Client Services Rep/Office Services

BlueScope Steel • Full-time and Part-time • United States • max $30 / hour • 2h ago

3 years of related work experience in detailing, project clarification, project assistant or project management
High School Diploma or equivalent.
Minimum of 6 months of customer service experience.
Must be 18 years of age or older.
Ability to type at least 25 words per minute.
Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
Customer service and/or sales experience preferred.
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
2+ years of pre-engineered metal building (PEMB) experience
AutoCAD experience
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

To support our goal, we offer a total compensation plan and an outstanding benefits package that includes health insurance, life insurance, short and long term disability, paid time off, and retirement

The Customer Service Representative assists the Project Manager with field calls
The Representative receives initial reports of field issues from customers (Builders)
The Customer Service Representative manages the life cycle of the field issue which includes, investigating the issue, collaborating with other functions of the business to determine the resolution, and serving as the contact for the customer (Builder) throughout the claims process
Respond to field issues reported by the Builders and problem solve field issues to resolve claims by reviewing plans, specifications, scope, COGS, job folder, and clarification
Work with Manufacturing and Shipping on completing parts orders as well as processing job adds, shortages, and errors through Compass and BSP
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