Senior Customer Service Representative

Senior Customer Service Representative

Metals USA -- Gregor Technologies Division is seeking a Senior Customer Service Representative in Torrington, CT. Metals USA is a solid, growth oriented aluminum/stainless steel distribution center servicing the defense, aerospace and fabrication industries.

The Senior Customer Service Representative is responsible for providing a high level of customer service and support to internal and external customers while utilizing advanced knowledge of company products, service programs, procedures, pricing, contracts, and order processes. This position serves as a knowledgeable resource for the Customer Service team, independently manages complex customer issues and orders, and works closely with internal departments to ensure timely and effective resolution of customer needs.

• Provides timely and accurate information to internal and external customers regarding order status, product information, pricing, and other customer inquiries.
• Serves as a senior resource for the Customer Service team by providing guidance and support on complex customer service issues, orders, and processes.
• Maintains customer records and updates account information; modifies customer catalogs when economic price adjustments are executed.
• Obtains appropriate information and prepares and submits price justifications to customers.
• Reviews customer purchase orders to ensure accuracy of item pricing, quantities, manufacturing lead times, and other applicable requirements.
• Independently manages and expedites complex customer orders, price justifications, and time-sensitive requests to ensure customer commitments are met.
• Processes customer returns in accordance with departmental policies and procedures.
• Identifies and resolves product and service issues by clarifying customer concerns, determining the cause of the issue, and coordinating with Quality Assurance, Purchasing, and other internal departments to determine the best solution.
• Communicates solutions and corrective actions to customers and follows up to ensure timely resolution and customer satisfaction.
• Assists with prioritizing customer service activities and provides guidance to other Customer Service team members as needed.
• Supports the Supply Chain Manager in meeting and exceeding customer service expectations.
• Maintains effective communication and collaboration with internal departments to ensure customer needs are addressed accurately and efficiently.
• Demonstrates professionalism, diplomacy, and effective telephone etiquette when interacting with customers, vendors, and internal personnel.
• Handles multiple priorities, frequent interruptions, and time-sensitive customer requests while maintaining accuracy and attention to detail.
• Adheres to Reliance's Code of Conduct and customer confidentiality requirements.
• Performs other related duties as assigned.

Occupation requires being sedentary less than or equal to 75% of the time (< to 6 hours per day).

• Stand, walk, sit, hearing, talking, use of hands and fingers, hand-eye coordination, reach outward, reach above shoulder, climb, squat or kneel or bend
• Regularly required to work on multiple concurrent tasks with constant interruptions
• Lift, carry, push and/or pull up to a maximum of 25 lbs. without assistance

May be exposed to some of the following working conditions.

• Position works primarily in an office/cubicle environment
• Constant Telephone Activity
• Quiet to Moderate Noise Levels

• High School Graduate or Equivalent.
• Experience in customer service and/or sales in a leadership role.
• Ability to comprehend and process work through the customer web-based portals.
• Ability to interface effectively with all departments to foster a success-oriented, accountable…