Customer Service Representative

• Assist the Project Manager with field calls
• Manage 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 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
• Write change orders and ensure they flow properly through the business
• 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

• Minimum:
  Associate's or 2-year technical degree
• 3 years of related work experience in detailing, project clarification, project assistant or project management
• Experience with Pre-Engineered Metal Building practices, including parts order entry processes and reading architectural and VPC construction drawings
• Preferred: 4+ years of relevant work experience
• 2+ years of pre-engineered metal building (PEMB) experience
• AutoCAD experience

Demonstrates expertise in managing field issues and claims processes, with a strong focus on collaboration across departments such as Manufacturing, Engineering, and Project Management. Proficient in analyzing claims and facilitating effective communication with Builders to ensure resolution.

• Claims Management
• Pre-Engineered Metal Building (PEMB) Experience
• AutoCAD Proficiency
• Project Management Support
• Change Order Documentation

• Claims Analysis
• Field Issue Investigation
• Parts Order Entry
• Reading Architectural Drawings
• Project Clarification
• Job Folder Management
• Change Order Writing
• Root Cause Analysis
• Field Call Tracking
• Collaboration with Engineering

• Problem Solving
• Communication
• Collaboration
• Customer Service
• Meeting Facilitation

• Associate's Degree
• 2-Year Technical Degree

• Pre-Engineered Metal Building Practices
• Construction Drawings
• Claims Process
• Project Management
• Manufacturing Coordination

• Compass
• BSP