Customer Operations Specialist

• Location: Schaumburg, Illinois
• Type: Direct Hire
• Job 11940

• Manage the key daily operational interface between the customer(s) and Tata Steel.
• Drive strong relationship with Account Managers to ensure open line of communication. Direct responsibility to update the Account Manager with customer-related activities (sales support, orders, changes, complaints, analysis etc.).
• Proactively manage effective working relationships with customers providing them with agreed upon service level, sales order support, complaint handling and issue resolution.
• Respond to general inquiries as appropriate or facilitate re-direction to the relevant contact within the customer triangle.
• Manage specific inquiries within the existing contractual obligations with reference to price, product and lead-time. Ensure that controls and procedures are followed for all orders.
• Liaise with Supply Chain/Logistics to determine relevant fulfilment strategy in support of the service level requirements. Responsible to ensure all costs are accounted for in quote on customer orders.
• Work with USMCA logistics team to establish and utilize approved logistics service providers.
• Initiate and track mill replenishment orders.
• Coordinate inventory programs with customer, mills, third parties and internal departments.
• Process and track progress of orders in support of great customer/mill service.
• Proactively identify critical service issues with the customer and if an alternative delivery cannot be agreed upon use the internal prioritisation and escalation process to resolve.
• Resolve customer requests for adjustments in orders or billing.
• Manage and maintain the order book in line with the sales contract and facilitate adherence to the agreed service levels and working capital targets.
• Act as the main contact for complaint handling and facilitate timely resolution of issues.
• Identify and propose improvement to the customer relationship in all aspects of customer satisfaction to add value to the commercial agreement.
• Provide service analysis and reporting to support internal reviews and customer Plan-Do-CheckAdjust (PDCA) visits.
• Deliver customer level co-ordination role for managing complex multi-site activities within Customer Services.
• Provide back-up to other Customer Service Representatives (CSR) as workloads shift due to buying trends.
• Make customer, mill and port visits as appropriate.

• Associate’s degree or equivalent career experience is required. Bachelor’s degree in Logistics/Supply Chain Management is preferred.
• Minimum 3 years business operations support/customer service experience • Fluency in English
• Preferred Steel/Metals industry knowledge, a plus but not a requirement
• Preferred Experience with SAP or other ERP system
• Preferred Previous experience with international documentation, i.e., letters of credit, bank guarantees
• Preferred Working in a dynamic, global environment, a plus but not a requirement Ability to manage and plan multiple activities at the same time.
• Pro-active, self-starter who can work independently with minimal supervision, yet who enjoys working as part of a team.
• Well-developed listening skills with ability to anticipate potential problems and implement preventative actions.
• Ability to resolve problems or to refer such problems to the appropriate senior individual for decision making.
• Ability to communicate professionally (both written and verbal) with varying parties.
• Extremely detail oriented with numeracy and analytical skills.
• Experience in collaborating effectively in a cross-functional environment working towards a common goal.
• Customer focused. Ability to establish and build effective relationships and customer intimacy.
• Ability to grasp existing working processes and structure, with an understanding of departmental and business plan goals/objectives
• Strong organizational, problem solving and time management skills
• Strong Microsoft Office 365 user skills including Excel pivot tables.

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