What are the responsibilities and job description for the Industrial Accounts Customer Service Representative position at Shapiro?
Company Overview
Shapiro Metals has been a trusted leader in the scrap metal industry since 1904, renowned for our commitment to trust, integrity, and reliability. As a family-owned business with locations nationwide, we prioritize delivering fast, dependable customer service and building strong partnerships with our clients around the globe.
Job Summary
The Industrial Accounts Customer Service Representative (CSR)/Trader Support role is responsible for maintaining existing customer relationships, ensuring customer satisfaction, and supporting sales and trading activities. As new business is secured by Sales Representatives and Traders, this position manages customer onboarding, system setup, and serves as a key liaison for customer service needs.
This role dedicates a significant amount of time to gathering customer information, understanding customer requirements, and building strong relationships with both new and existing customers. The position plays a vital role in operational efficiency, communication, and customer retention while upholding the company’s Core Values; PACT (Passion, Accountability, Curiosity and Teamwork) core values.
Essential Duties and Responsibilities
- Maintain and strengthen relationships with existing customers to ensure satisfaction and long‑term retention.
- Support Sales Representatives and Traders by onboarding new customers, including system setup and documentation.
- 30% travel required to Mobile, Fitzgerald, and Decatur, AL; when not traveling, work from home two days per week and onsite three days per week at the home plant based on proximity to the employee’s residence.
- The company provides an auto allowance to support required travel.
- Collect, analyze, and maintain accurate customer information and profiles within the Outlook CRM as well as maintaining other applications used for the position.
- Identify opportunities to improve load efficiency through proper segregation, equipment utilization, and operational processes.
- Analyze transactions and workflows to identify and recommend cost‑saving opportunities.
- Contact prospective customers to generate leads and support business development efforts.
- Establish and maintain strong, professional relationships with assigned customer accounts.
- Determine and document customer requirements to support accurate pricing and service delivery.
- Comply with all applicable ISO procedures, quality standards, and internal policies.
- Perform additional duties and special projects as assigned by management.
Knowledge, Skills, and Abilities
- Strong knowledge of the metals recycling industry, including metallurgy and metals manufacturing processes.
- Familiarity with ISO standards and compliance requirements.
- Strong organizational, analytical, and problem‑solving skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast‑paced, team‑oriented environment.
- Proficiency with CRM systems and Microsoft Outlook.
Education and Experience
- 2 years experience in manufacturing, sustainability & recycling.
- Experience with metals or a related field; or equivalent industry experience.
- Minimum of 1–3 years of experience in the metals recycling industry in a sales, customer service, trading, or support role preferred.
- Prior experience supporting sales or trading activities and working directly with customers is strongly preferred.
- Transportation & Logistics experience is a plus