Customer Service Representative

Discover Your Place at Pacesetter

Our secret to unparalleled retention? A culture that celebrates mutual respect, support, and the pursuit of excellence. With over half of our associates marking a decade with us, it's clear: once you join, you're home.

We thrive on the energy of the "best of the best" - individuals passionate about leadership, innovation, and making every day count. We're committed to excellence in every task, always seeking smarter, more effective ways to work and adapt, no matter the role.

WHAT WE OFFER

A Tradition of Stability in a World of Change

Pacesetter is a premier steel service center providing domestic prime galvanized steel and aluminum products. Our value-added services include custom-tailored pricing solutions, inventory management programs, and supply chain management systems. We aim to be trusted advisors to our customers by tailoring our approach to their unique needs.

As the world races towards an era defined by automation and artificial intelligence, the steel industry remains indispensable. With almost 50 years of excellence, Pacesetter stands at the forefront of this vital sector, marrying the time-honored craft of steel production with the latest breakthroughs in technology.

While some jobs may face obsolescence in the face of robotics and Al, careers in steel offer a unique blend of stability and forward-thinking innovation. Discover how at Pacesetter, tradition and innovation forge the strongest link.

Primary Role:
The Customer Service Representative is responsible for providing an exceptional end‑to‑end customer experience by managing orders, responding to customer inquiries, and coordinating with internal teams. This role focuses on accurate and timely order entry, proactive communication, and problem resolution to support organizational goals for service quality, operational efficiency, profitability, and growth.

Key Responsibilities:

Customer Support & Communication

• Serve as a primary point of contact for customers via phone, email, and other channels.
• Respond to inquiries regarding product availability, pricing, order status, delivery schedules, and quality issues in a timely and professional manner.
• Provide accurate information about company capabilities, processes, and expectations to ensure a smooth customer experience.
• Proactively communicate delays, changes, or issues and provide clear options or next steps.
• Build strong relationships with customers through reliable, courteous, and solution‑oriented service.

Order Management

• Enter and maintain sales orders in the ERP system with a high level of accuracy and completeness.
• Review incoming orders for correct pricing, terms, product specifications, and delivery requirements.
• Enter Sales Agreements as required to support efficient mill purchase order workflows or to provide most efficient visibility when the Sales Agreement is using open stock.
• For Sales Agreements that do not have an assigned Inventory Analyst, support the customer by entering a Purchase Requisition, and monitoring and/or expediting mill orders so that the customer’s delivery requirements are met
• Monitor open orders to ensure on‑time delivery and resolve discrepancies or issues as they arise.
• Coordinate with logistics/operations to confirm shipment details and communicate updates to customers.
• Allocate oldest tags to Sales Orders and Sales Agreements and manage the process of returning material to original source should re-tagging be necessary
• Build Pre-Planned Loads and Planned Loads for all Sales Orders and Sales Agreement Releases and communicate with our 3rd Party Logistics Company
• Enter Toll Sales Orders as required

Issue Resolution & Escalation

• Investigate and resolve routine issues related to orders, pricing, delivery, and product quality within defined authority levels.
• Specifically update Sales Orders prior to invoicing with reasons why projected gross profit was not achieved
• Collaborate with Sales, Operations, and Quality teams to gather information and resolve more complex issues.
• Escalate complex or high‑impact problems to the Director of Customer Service or appropriate leader with clear documentation and recommended next steps.
• Support the handling of customer complaints by documenting details, coordinating internal review, and following through to resolution.
• Communicate customer credits/debits to Accounting when steel quality issues are not a factor

Systems, Tools & Data (ERP & CRM)

• Use the ERP system consistently for order entry, maintenance, and reporting, following established processes and standards.
• Maintain accurate customer information and interaction notes in the CRM to support sales and customer service activities.
• Run basic reports and review dashboards to monitor order status, backlog, and key customer metrics.
• Learn and adopt new tools and system enhancements, including AI‑enabled features (e.g., automated ticket routing, predictive order checks), to improve efficiency and response times.

Cross‑Functional Collaboration

• Partner with Sales to support account plans, quotes, and customer priorities, enabling more selling time for the Sales team.
• Work closely with Operations, Logistics, IT, and Finance to resolve order, inventory, and billing issues.
• Support customer onboarding activities by helping set up accounts, explaining order processes, and confirming documentation requirements.
• Participate in internal meetings to share customer feedback and identify opportunities to improve service and processes.

Quality, Compliance & Continuous Improvement

• Follow documented procedures and work instructions related to order management and customer service, including ISO requirements where applicable.
• Maintain accurate and audit‑ready records of orders, changes, and customer communications.
• Contribute feedback for the annual Customer Service survey and support improvement initiatives based on customer input.
• Identify recurring issues, process gaps, or data quality problems and suggest improvements to leadership.
• Participate in training sessions and team initiatives focused on enhancing customer service excellence and operational efficiency.

Knowledge, Skills & Abilities

• High school diploma or equivalent required; Associate’s or Bachelor’s Degree preferred.
• Previous experience in customer service, order management, inside sales, or related role in a fast‑paced environment preferred.
• Experience in steel, metals, or industrial distribution/manufacturing is a plus.
• Strong customer focus with the ability to manage multiple requests and prioritize effectively.
• Proficiency with ERP and CRM systems; ability to learn new systems and tools quickly.
• Basic understanding of order‑to‑cash processes (quotes, orders, shipments, invoicing).
• Knowledge of steel products, grades, and applications (or strong willingness and ability to learn).
• Strong verbal and written communication skills; able to explain information clearly and professionally.
• High attention to detail and accuracy in data entry and documentation.
• Solid problem‑solving skills with the ability to investigate issues, think critically, and propose solutions.
• Comfort working with data and basic metrics (e.g., on‑time delivery, order accuracy, response times).
• Ability to work effectively in a team environment, collaborate across functions, and adapt to change.
• On‑time delivery and backlog management support
• Customer satisfaction scores and feedback
• Adherence to processes, documentation standards, and system usage

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Work Location: In person