Job Description

The Customer Care Representative provides exceptional support to the Steel Commercial Organization and its customers throughout the sales life cycle of our products both domestically and abroad. Serving both internal and external customers; this role requires keen attention to detail; excellent oral, written, and interpersonal skills; and a willingness to learn and stay abreast about WireCo, our products, and the market. This role is critical to ensuring customer satisfaction and fostering long-term relationships.

The Customer Care Representative must exhibit the behaviors of the WireCo Business System (WBS):

• Teamwork - welcomes an environment of inclusiveness and healthy debate that reflects our team’s strength
• Accountable – celebrates our successes, learn from failures, avoid excuses, and own the outcomes of our efforts
• Self-Aware – demonstrates an understanding of our strengths and needs, considering how our actions impact others
• Noble Intent – acts in the interests of others, approaching our work with integrity to ensure the best outcome
• Determined – takes initiative, share ideas and find solutions to win and achieve our goals
• Transparent – promotes open and honest communication and constructive feedback for clarity and truth
• Curious – seeks knowledge and outside input to test our way of thinking, challenging the status quo
  
  

Duties & Responsibilities

• Manage all incoming calls and email inquiries, providing prompt, accurate responses.
• Enter quotes and orders into the company’s sales portal with accuracy and timeliness.
• Utilize and maintain customer and order tracking portals.
• Serve as the primary point of contact for assigned accounts, ensuring customer satisfaction, retention, and growth.
• Represent the business in identifying challenges and opportunities, maintaining strong relationships with assigned accounts.
• Collaborate with internal departments to fulfill customer requests effectively.
• Build and nurture relationships with key stakeholders, including the logistics team, commercial team, product managers, and colleagues across WireCo locations.
• Resolve customer complaints, manage order issues, coordinate product returns, and provide post-sale support, including troubleshooting and account management.
• Work closely with the pricing, engineering, and supply & demand teams on orders and fabrications, including updating BOMs (Bill of Materials), pricing, and setting up new SKUs.
• Facilitate intra-company transactions as needed.
• Collect feedback from customers regarding their experience and share it with relevant teams for continuous improvement.
  
  

Qualifications

Required Qualifications

• High School Diploma or equivalent
• Minimum of 3 years’ experience in a Customer Support role, preferably within a manufacturing or industrial environment
• Strong communication skills, prioritizing clarity, conciseness, and active listening
• Proficient problem-solving skills and the ability to navigate complex issues effectively with a positive approach
• Adaptability in responding to shifting client needs
• Results-driven with a focus on prioritizing tasks and employing effective organizational techniques.
• Ability to excel in a fast-paced environment while managing multiple tasks simultaneously.
• Basic understanding of measurement systems, including Metric and Imperial.
• Proficient in Microsoft Office Products (Outlook, Word, Excel)
  
  

Preferred Qualifications

• Working knowledge of SalesForce
• Experience with ERP Applications: JDEdwards, Oracle, SAP desirable
  
  

Additional Information

Materials and Equipment Directly Used

• Standard office equipment including computer, mouse, keyboard, telephone, multifunction copier
  
  

Additional Information

• Must be legally authorized to work in the United States without restriction
• An applicant must complete a satisfactory background check post-offer of employment. A criminal conviction will not be an automatic bar to employment.
• Must be willing and able to pass a post-offer drug screen and physical (if required)
• Must be 18 years of age or older
• Equal Opportunity Employer/Veterans/Disability