Customer Experience Team Lead

Company Description

Blue Scope Coated Products is one of the largest coil coating companies in the United States, with facilities across the country. With more than four decades of expertise providing painted metal coils and toll processing services for industries in the construction and consumer product markets, we pride ourselves on delivering premium quality, reliable service, and ongoing innovation to our customers.

The Customer Experience Team Lead is responsible for the supervision of their local Customer Experience Representatives, production scheduling, customer order & inventory management. The Customer Experience Team Leader is responsible for ensuring his/her team provides effective proactive communication, both internally and externally. The Customer Experience Team Leader ensures that customer requirements are met and that customers are extremely satisfied with the services provided at Blue Scope Coated Products (BCP).

• Supervise the local Customer Experience team of 3-4 Customer Experience Representatives.
• Manage the workload of their team so all tasks get completed in a timely and efficient manner. without overloading 1 employee while others are under-utilized.
• Ensure compliance with all BCP Customer Experience processes & procedures.
• Owner of the production schedule planning process at their BCP facility including daily changes as needed due to throughput issues and/or unplanned outages & lack of expected materials (metal and/or paint), weekly revisions due to planned outages and new forecasted volume.
• Communicate schedule priorities to BCP Operations team.
• Communicate schedule changes to BCP External Sales and customers.
• Publish schedule models to SharePoint.
• Process RMAs, claims, credits and sell scrap.
• Participate in daily production meetings and lead daily CXR team meeting.
• Promote the proactive communication with customers including bad news.
• Communicate daily with employees to assist in resolving problems and achieving company goals.
• Timecard and vacation approval of their staff.
• Address performance issues with employees, semi-annual and annual review of their employees.
• May manage their own specific customer base with the daily tasks of a CXR.
• Weekly update of On Time late order reasons and create and maintain item catalogs.
• Maintain customer contact information for quarterly customer surveys.
• Respond to survey tickets by contacting customers and updating ticket system.
• Train staff on any changes to processes & procedures.

• Assists the Quality and Environmental Systems Manager with settlement of customer complaints and in new product development.
• Responsible for understanding and complying with the fundamental principles associated with the Quality and Environmental Managements systems in place at BCP.
• Ensure compliance with federal and state laws and perform all duties in a safe manner.

Scope Number of employees directly and indirectly supervised. 3-4 Customer Experience Representative.

• Minimum 3-5 years of experience or related work experience.
• Supervisory experience of small or large groups.
• Bachelor’s degree.
• Additional experience may be considered in lieu of the educational requirements.
• Microsoft Office applications, ability to create, format spreadsheets for analysis and reporting.
• ERP experience (Oracle preferred) Experience with metal, paint and coil coating or any manufacturing experience.
• Critical thinker that can provide possible resolutions for all issues raised.
• Ability to read and comprehend documents including policy manuals, safety rules/programs, operating and maintenance instructions, procedure manuals, and simple correspondence.
• Ability to communicate information…