Associate Customer Care Representative

Founded in 1913, Latrobe Specialty Steel Company is a recognized leader in the manufacture of quality steels and alloys.  The men and women of Latrobe Specialty Steel are dedicated to meeting the diverse needs of their customers amid changing markets by the use of modern facilities and technologies.

Latrobe Specialty Steel Company currently has an opening for an Associate Customer Care Representative.  This position provides timely and accurate responses to customer inquiries, enters and maintains customer order data, accurate pricing, and product review.  Incumbents develop a knowledge of customer specifications, effectively respond to customer complaints, and serve as a strong members of the order fulfillment team.  Position is primary contact with customer base and serves as liaison with all internal departments.

The Associate Customer Care Representative delivers superior customer satisfaction to ensure business unit goals are met or exceeded.  The successful candidate must develop relationships with customer base involving both technical and commercial requirements for a particular account. Position must adhere and practice all ISO and Sarbanes requirements with respect to the order management processes such as contract review and preproduction requirements.

This is a developmental position with limited account responsibility based on work experience and workload.  Associate must complete all required orientation and training and have mastered the order fulfillment processes before being considered for the next advancement within the order fulfillment area.

The primary results for this position are as follows:


1.  Strong learning agility to become proficient in all order management processes.
2.  Successful completion of orientation and training required for the order fulfillment department.
3.  Timely and accurate responses to customer inquiries/orders which require a thorough knowledge of order fulfillment systems, operations planning procedures, and manufacturing capabilities and capacities by means of:
(A) Documenting inquiries/orders to ascertain correct properties of material being manufactured including minimum quantities, size, specifications, etc. to select the correct part in SAP.
(B) Checking availability of finished and semi-finished stock.
(C) Accurately pricing products based on pricing rules provided by marketing managers.
(D) Determining delivery and lead times for material through appropriate internal sources.
4.  Accurate entry of customer orders and inquiries, credits, and customer material information to provide for effective pre-production scheduling and stock programs.
5.  Coordinated actions that are required by other internal departments to ensure on-time delivery performance.
6.  Accurate and timely status checks of customer orders.
7.  Effective responses to customer complaints which requires careful and attentive listening; the expression of ideas in a clear, concise and logical manner; and the representation of a positive company culture and image to all customers.
8.  Demonstrated professional conduct by supporting all order fulfillment visions/business unit goals and the development of the team members through on-the-job training and coaching.
9.  Effective communication (i.e., all pertinent details for customer accounts to appropriate field sales personnel and marketing managers)

Required:
High School/GED
Three to five years of customer service experience
Computer Skills (MS Office)
General Office Skills
Communication Skills (oral & written)

 

Preferred:
BA or BS Degree in a related field (Business/Communication/Marketing)
SAP experience