Customer Service Representative

Build Your Career at Pacesetter

Pacesetter s is a performance-driven organization built on accountability, speed, and execution. We operate in a fast-moving market where expectations are high, decisions matter, and results are visible. Our team is made up of individuals who take ownership of their work, solve problems directly, and contribute to moving the business forward every day.

We value people who are proactive, detail-oriented, and comfortable operating in a dynamic environment. Success here comes from a willingness to engage, communicate clearly, and follow through. In return, team members gain exposure to a unique platform that blends physical steel distribution with disciplined pricing and risk management capabilities.

A Platform Built for Stability and Performance

Pacesetter, together with Flack Global Metals, operates as a fully integrated flat-rolled steel and aluminum platform. We combine service center capabilities with structured pricing programs, inventory solutions, and supply chain support to help customers operate with greater certainty.

Our model is designed to perform across market cycles. Through a disciplined approach to operations, supply, and pricing, we support customers in managing volatility while maintaining consistency in their business.

The steel industry remains a foundational part of the global economy, and our platform is built to evolve with it. By combining operational execution with market intelligence and technology, we provide a more informed and responsive approach to distribution.

Primary Role

The Customer Service Representative is responsible for managing the full order lifecycle, from entry through delivery, while serving as a key point of contact for customers. This role requires accuracy, responsiveness, and coordination across internal teams to ensure orders are executed efficiently. Success in this role is driven by strong communication, attention to detail, and the ability to proactively address issues. The CSR plays a critical role in maintaining service quality, supporting operational efficiency, and contributing to overall customer satisfaction and retention.

Compensation: $70,000 – $80,000 base salary (commensurate with experience)

Key Responsibilities:

Customer Support & Communication

• Serve as a primary point of contact for customers via phone, email, and other channels.
• Respond to inquiries regarding product availability, pricing, order status, delivery schedules, and quality issues in a timely and professional manner.
• Provide accurate information about company capabilities, processes, and expectations to ensure a smooth customer experience.
• Proactively communicate delays, changes, or issues and provide clear options or next steps.
• Build strong relationships with customers through reliable, courteous, and solution‑oriented service.

Order Management

• Enter and maintain sales orders in the ERP system with a high level of accuracy and completeness.
• Review incoming orders for correct pricing, terms, product specifications, and delivery requirements.
• Enter Sales Agreements as required to support efficient mill purchase order workflows or to provide most efficient visibility when the Sales Agreement is using open stock.
• For Sales Agreements that do not have an assigned Inventory Analyst, support the customer by entering a Purchase Requisition, and monitoring and/or expediting mill orders so that the customer’s delivery requirements are met
• Monitor open orders to ensure on‑time delivery and resolve discrepancies or issues as they arise.
• Coordinate with logistics/operations to confirm shipment details and communicate updates to customers.
• Allocate oldest tags to Sales Orders and Sales Agreements and manage the process of returning material to original source should re-tagging be necessary
• Build Pre-Planned Loads and Planned Loads for all Sales Orders and Sales Agreement Releases and communicate with our 3rd Party Logistics Company
• Enter Toll Sales Orders as required

Issue Resolution & Escalation

• Investigate and resolve routine issues related to orders, pricing, delivery, and product quality within defined authority levels.
• Specifically update Sales Orders prior to invoicing with reasons why projected gross profit was not achieved
• Collaborate with Sales, Operations, and Quality teams to gather information and resolve more complex issues.
• Escalate complex or high‑impact problems to the Director of Customer Service or appropriate leader with clear documentation and recommended next steps.
• Support the handling of customer complaints by documenting details, coordinating internal review, and following through to resolution.
• Communicate customer credits/debits to Accounting when steel quality issues are not a factor

Systems, Tools & Data (ERP & CRM)

• Use the ERP system consistently for order entry, maintenance, and reporting, following established processes and standards.
• Maintain accurate customer information and interaction notes in the CRM to support sales and customer service activities.
• Run basic reports and review dashboards to monitor order status, backlog, and key customer metrics.
• Learn and adopt new tools and system enhancements, including AI‑enabled features (e.g., automated ticket routing, predictive order checks), to improve efficiency and response times.

Cross‑Functional Collaboration

• Partner with Sales to support account plans, quotes, and customer priorities, enabling more selling time for the Sales team.
• Work closely with Operations, Logistics, IT, and Finance to resolve order, inventory, and billing issues.
• Support customer onboarding activities by helping set up accounts, explaining order processes, and confirming documentation requirements.
• Participate in internal meetings to share customer feedback and identify opportunities to improve service and processes.

Quality, Compliance & Continuous Improvement

• Follow documented procedures and work instructions related to order management and customer service, including ISO requirements where applicable.
• Maintain accurate and audit‑ready records of orders, changes, and customer communications.
• Contribute feedback for the annual Customer Service survey and support improvement initiatives based on customer input.
• Identify recurring issues, process gaps, or data quality problems and suggest improvements to leadership.
• Participate in training sessions and team initiatives focused on enhancing customer service excellence and operational efficiency.

Knowledge, Skills & Abilities

• High school diploma or equivalent required; Associate’s or Bachelor’s Degree preferred.
• Previous experience in customer service, order management, inside sales, or related role in a fast‑paced environment preferred.
• Experience in steel, metals, or industrial distribution/manufacturing is a plus.
• Strong customer focus with the ability to manage multiple requests and prioritize effectively.
• Proficiency with ERP and CRM systems; ability to learn new systems and tools quickly.
• Basic understanding of order‑to‑cash processes (quotes, orders, shipments, invoicing).
• Knowledge of steel products, grades, and applications (or strong willingness and ability to learn).
• Strong verbal and written communication skills; able to explain information clearly and professionally.
• High attention to detail and accuracy in data entry and documentation.
• Solid problem‑solving skills with the ability to investigate issues, think critically, and propose solutions.
• Comfort working with data and basic metrics (e.g., on‑time delivery, order accuracy, response times).
• Ability to work effectively in a team environment, collaborate across functions, and adapt to change.
• On‑time delivery and backlog management support
• Customer satisfaction scores and feedback
• Adherence to processes, documentation standards, and system usage