Customer Experience Representative jobs

About ArcelorMittal Tubular Products

ArcelorMittal Tubular Products is the world’s largest steel producer. We use the most innovative technology to create the steels tomorrow’s world will be made of. Every day over 190,000 of our talented people, located in over 60 countries, push the boundaries of digitalization and use advanced technology to create a world that is stronger, faster and smarter. To help make this possible, they know they can depend on the support and training that a company of our scope and scale can provide.

Who are we looking for?

At ArcelorMittal, the safety, health, and wellbeing of our employees are our top priorities. We believe that every accident is avoidable, and it is essential for every employee, from the shop floor to the management committee, to hold this belief. Joining ArcelorMittal means committing to our shared goal of zero incidents and a safe workplace for all. As a Commercial Business Coordinator, you will manage a group of customer accounts within a market segment by supporting a broad range of customer needs to align with the overall commercial goals.

This position is a full-time 12-month contract role, to fill an existing vacancy. Working at our Woodstock location, your responsibilities will include the following:

Job Duties

• As part of our team, compliance with all relevant health and safety regulations, policies, procedures, and Life Saving Golden Rules will be essential.
• Support production department in meeting goals and objectives by ensuring all employees comply with company policies and procedures, current health and safety legislation, and the Collective Agreement.
• Provide effective service for customer requirements, ensuring that our production requirements/schedules/pricing aligns with our customers’ systems.
• Respond to all inquiries and submit quotations (where applicable), applying clear understanding of steel cost inputs to utilize this information to support opportunities to increase our conversion spread.
• Assist and track the development of prototypes and launch programs to ensure customer satisfaction.
• Once clearly vetted, enter and update customer orders and material releases with impeccable accuracy into the company business system; provide feedback when issues arise that are not able to be resolved satisfactorily.
• Maintain and update as required all pricing information in the designated IT system with a target of zero price errors.
• Control all prototype POs from entering the order through to invoicing including associated tooling as required.
• Once business is awarded, create a PO file – including the print, spec review, customer RFQ information, internal RFQ assumptions, letter of quote and any other pertinent information.
• Manage all customer-specific requirements, including payment terms and purchase order terms and conditions.
• Clearly establish material authorization commitments (RAW/FAB/Locked in Production Authorization) and reconciliation requirements with all customers.
• Ensure that all engineering changes are tracked to zero obsolescence and price changes are in affect at the correct time.
• Support all AQPs.
• Work with various groups within AMW to ensure that barriers are eliminated to meeting customer release requirements, with the goal of 100% on-time delivery.
• Manage, support and report all AR items to ensure that they align with the corporate metrics.
• Maintain and manage customer releases to the allotted material authorization, target zero obsolescence at program close out.
• Review and acknowledge all customer P/O’s at specified update intervals (i.e., annual or quarterly indexed pricing agreements) and maintain the customer contract files.
• Manage both internal and external customer expectations/requirements.
• Work closely with the materials, manufacturing and scheduling groups to ensure customer requirements are met wherever possible.
• Assist with MRF creation and month end reporting of differentials with applicable explanations, as well as development of MRF and BP assumptions.
• Demonstrating a clear understanding of steel pricing structure and mechanisms, provide insight on advance steel purchases or steel purchase delays, assessing other plant agreements, providing suggestions/recommendations on strategic moves that would benefit the business from an EBITDA perspective.
• Manage ZF as a customer lead for current business.
• Support and document all tubular RFQs, once the cost model is available.
• Support creation of new MRF and BP planning tool.
• Support development and implementation of a Book of Business summary
• Interpret customer releases, and track/support key business plan metrics.
• Support and develop customer contract summary.
• Support all product launches as the Insides Sales lead, and provide coverage for other Inside Sales Representatives.
• Investigate methods to increase current margins on existing book of business.
• Communicate with various departments/plants to ensure that customer requirements/issues are fully supported.
• Cross train planners on basics of customer service for release-based automotive customers (existing products and new products after launch phase is complete). Include the following: maintaining proper levels of empty containers in the production system, processing customer requests regarding delivery, and order status.

What you’ll need

• 2-3 years' marketing, sales, or equivalent automotive/manufacturing customer service experience
• College diploma or university degree in Business/Marketing or equivalent related experience
• General knowledge of business drivers and fundamentals is required.
• General knowledge of company’s operations, products, and processes is considered an asset.
• Knowledge of/experience in the automotive/tubing industry considered an asset.
• Must possess excellent people skills and work well in a team environment.
• Critical to have excellent written and verbal communication, planning, and organizational skills, with the ability to problem-solve independently.
• Must be proficient in computer technologies, including Excel.
• Must possess a solid understanding of business practices, scheduling, and manufacturing operations.
• Must be a goal-oriented self-starter, capable of handling many tasks in a fast-paced environment while placing a high value on customer service and integrity.
• Must demonstrate an ability to focus on detailed information and be able to process accordingly.
• Working knowledge of the latest edition of TS 16949, ISO 9001, ISO 14001 and ISO 45001.

What we’ll offer

• Competitive compensation package
• Professional development opportunities

We are an equal opportunity employer. Should any applicant require accommodation through the application, interview, or selection process, please contact Human Resources.

Job Types: Full-time, Permanent

Pay: $75,000.00-$85,000.00 per year

Benefits:

• Casual dress
• Flexible schedule
• On-site parking

Work Location: In person