Coil Customer Service Representative

Description

Job Title: Coil Customer Service Representative

Reports to: Supply Chain Manager

Hours: Full time

Hixwood Metal is the premier source for all your agricultural, pole barn, shed, building supply, coil, blank flat stock, and slit coil needs. We specialize in supplying the industry with products that are at the top of the spectrum. We have been proudly serving West Central Wisconsin with manufacturing quality building components since 1998.

Position

Purpose:

Provide knowledgeable, responsive customer service to coil and wholesale customers across Hixwood's coil, panel, and accessory product lines. This position serves as a key point of contact by phone and through other verbal communication, accurately coordinates customer orders, and applies dispatch knowledge to help schedule and ship coil loads safely, efficiently, and on time.

The job requirements include but are not limited to the following:

Core Value Expectations:

• Actively pursue high character, high trust, and high performance personally, corporately, and in all aspects of the position.
• Provide distinctive quality and unparalleled customer service both internally and externally.
• Demonstrate and promote integrity, respect, and teamwork.
• Invite others to help you grow through living authentically with nothing to prove, lose or hide.
• Evidence humility by actively receiving teaching and mentoring.

Primary Role Expectations:

• Serve as a primary customer service contact for coil and wholesale customers, handling a high volume of phone calls and verbal communication in a professional, helpful, and timely manner.
• Develop and maintain strong working knowledge of all coil, panel, and accessory products, including available materials, colors, gauges, profiles, packaging, lead times, and related order requirements.
• Listen carefully to customer needs, answer product and order questions, communicate accurate information, and connect customers with the appropriate team member when additional technical or sales support is needed.
• Enter, review, and maintain accurate customer orders, including product specifications, quantities, pricing, delivery or pickup details, and special instructions.
• Coordinate with sales, production, shipping, and customers to confirm order readiness, priorities, timing, and delivery expectations.
• Apply dispatch knowledge to plan and coordinate coil-load shipments, including carrier or driver communication, routing and delivery details, load scheduling, required paperwork, and customer receiving requirements.
• Confirm that shipment information is complete and communicate changes, delays, or concerns promptly to customers and internal teams.
• Prepare and distribute order confirmations, pick-up paperwork, shipping documents, and invoices as required.
• Support customer issue resolution by researching order status, product questions, shortages, delivery concerns, and documentation discrepancies; follow issues through to completion.
• Maintain clear, accurate notes and records of customer conversations, order changes, commitments, and shipment details in company systems.
• Build positive customer relationships through proactive follow-up, dependable communication, product knowledge, and ownership of customer needs.
• Assist with basic quotes, pricing questions, and other customer service duties within established guidelines.
• Follow company procedures and applicable safety, load, and shipping requirements when coordinating coil shipments.
• Perform other duties as assigned.

Qualifications:

• Regular and predictable attendance is an essential job function.
• Exceptional customer service skills and a genuine commitment to helping customers.
• Excellent verbal communication, active-listening, and interpersonal skills; comfortable spending a significant portion of the workday on the phone.
• Ability to learn and retain detailed product knowledge across coil, panel, and accessory lines.
• Working knowledge of dispatch, transportation, or shipping coordination; experience with coil or other specialized loads is strongly preferred.
• Strong organizational skills and the ability to manage multiple customer requests, orders, and shipment details in a fast-paced environment.
• High attention to detail and commitment to accuracy in product specifications, order entry, paperwork, scheduling, and customer commitments.
• Strong problem-solving skills, sound judgment, and the ability to communicate solutions calmly and clearly.
• Self-motivated, dependable, and able to work independently while contributing as a collaborative…