What are the responsibilities and job description for the Customer Experience Analyst I, BRS position at Big River Steel LLC?
The Inside Sales Representative (ISR) is required to independently work and manage all aspects of customer orders in coordination with the Outside Sales Representative (OSR) and all internal departments including, but not limited to, quality, accounting, scheduling and logistics. The ISR controls customer and product development parts/orders, negotiates mode changes and discounts, and provides operations and order status updates, along with other strategic functions that support the commercial department. Timely and accurate execution of the duties and responsibilities of this position prevent the loss of customers and revenue.
Duties and Responsibilities:
Fast paced, high intensity office atmosphere. Independent travel for customer visits expected. Timely after hours and weekend support coverage for Scheduling, Operations, and Logistics is required. Must maintain a professional appearance, demeanor, and be adept in both electronic and verbal communications.
Supervisory Responsibility:
This position does not supervise others.
Duties and Responsibilities:
- Evaluates and interprets customer material specifications to confirm mill capabilities; challenges operations and quality departments on published mill limits to satisfy customer requirements
- Creates and manages customer parts and orders against mill lead times, campaign runs, shipping constraints, and credit limits. Resolves any discrepancies. Self-audits parts and orders created by other ISRs.
- Provides guidance on heat lot requirements; determines reapplication material or generates sales and revenue for additional material to complete production
- Reaches across departmental boundaries to respond efficiently and consistently to all customers’ inquiries; including, but not limited to, order changes, quality concerns, and order delinquencies
- Confirms purchase order pricing against quotations, price sheets, and contractual parameters. Resolves any discrepancies.
- Negotiates price discounts and customer acceptance for non-conforming material
- Utilizes supply chain management measures to make decisions optimizing order levels and on-time delivery performance
- Establishes and maintains good day-to day working relationships with multiple departments within customer’s organization and all internal BRS departments
- Evaluates root cause, determines alternative options including cost, and makes decision on what solution to offer customers for: shipping mode changes related to equipment issues, late production, over production, and weight referrals
- Ensures customer compliance with internal and external policies and procedures
- Performs General account management; assists with back-up coverage for General Accounts
- Leads continuous improvement projects and publishes summary status reporting to management, as required
- Bachelor’s degree in Supply Chain Management, Finance, Marketing or related discipline
- 1-3 years of customer service/inside sales experience
- Ability to respond quickly and accurately; correctly use the English language in reading, writing, and speaking
- Ability to clearly communicate with internal and external parties regarding issues and changes
- Ability to manage multiple tasks, to set/adjust priorities, and to meet deadlines; strong organization and analytical skills
- Open willingness to adopt and use new resources/tools
- Self-managing; works well with little supervision
- Proficient use of Microsoft Office and Outlook
Fast paced, high intensity office atmosphere. Independent travel for customer visits expected. Timely after hours and weekend support coverage for Scheduling, Operations, and Logistics is required. Must maintain a professional appearance, demeanor, and be adept in both electronic and verbal communications.
Supervisory Responsibility:
This position does not supervise others.