Customer Experience Analyst I, BRS

Job Description

The Inside Sales Representative (ISR) is required to independently work and manage all aspects of customer orders in coordination with the Outside Sales Representative (OSR) and all internal departments including, but not limited to, quality, accounting, scheduling and logistics. The ISR controls customer and product development parts/orders, negotiates mode changes and discounts, and provides operations and order status updates, along with other strategic functions that support the commercial department. Timely and accurate execution of the duties and responsibilities of this position prevent the loss of customers and revenue.

Duties and Responsibilities:

1. Evaluates and interprets customer material specifications to confirm mill capabilities; challenges operations and quality departments on published mill limits to satisfy customer requirements
2. Creates and manages customer parts and orders against mill lead times, campaign runs, shipping constraints, and credit limits. Resolves any discrepancies. Self-audits parts and orders created by other ISRs.
3. Provides guidance on heat lot requirements; determines reapplication material or generates sales and revenue for additional material to complete production
4. Reaches across departmental boundaries to respond efficiently and consistently to all customers' inquiries; including, but not limited to, order changes, quality concerns, and order delinquencies
5. Confirms purchase order pricing against quotations, price sheets, and contractual parameters. Resolves any discrepancies.
6. Negotiates price discounts and customer acceptance for non-conforming material
7. Utilizes supply chain management measures to make decisions optimizing order levels and on-time delivery performance
8. Establishes and maintains good day-to day working relationships with multiple departments within customer's organization and all internal BRS departments
9. Evaluates root cause, determines alternative options including cost, and makes decision on what solution to offer customers for: shipping mode changes related to equipment issues, late production, over production, and weight referrals
10. Ensures customer compliance with internal and external policies and procedures
11. Performs General account management; assists with back-up coverage for General Accounts
12. Leads continuous improvement projects and publishes summary status reporting to management, as required

Qualifications:

1. Bachelor's degree in Supply Chain Management, Finance, Marketing or related discipline
2. 1-3 years of customer service/inside sales experience
3. Ability to respond quickly and accurately; correctly use the English language in reading, writing, and speaking
4. Ability to clearly communicate with internal and external parties regarding issues and changes
5. Ability to manage multiple tasks, to set/adjust priorities, and to meet deadlines; strong organization and analytical skills
6. Open willingness to adopt and use new resources/tools
7. Self-managing; works well with little supervision
8. Proficient use of Microsoft Office and Outlook

Working Conditions and Physical Requirements:
Fast paced, high intensity office atmosphere. Independent travel for customer visits expected. Timely after hours and weekend support coverage for Scheduling, Operations, and Logistics is required. Must maintain a professional appearance, demeanor, and be adept in both electronic and verbal communications.

Supervisory Responsibility:
This position does not supervise others.

Company Overview

Since 1901, U. S. Steel has been a recognized leader in steel production. Today, as the first North American steel company to have declared a 2050 net-zero greenhouse gas emissions goal, we remain as innovative as ever, leading transformation across our industry while continuing to make products for everyday life - from industries as far ranging as automotive, construction, containers and packaging, appliances, and energy.

Underneath it all is our Culture of Caring, which shows up in our community partnerships, charitable contributions, company-sponsored employee volunteer initiatives, scholarship programs, leadership training, and much more. And of course, it takes shape in a steadfast commitment to safety first in our workplaces and respect for our employees, who are United by Steel.

We are honored to have earned accolades and awards from well-regarded organizations, including the following:

• Ethisphere's World's Most Ethical Companies® 2022, '23, '24
• Disability: IN's Best Places to Work for Disability Inclusion 2021, '22, '23, '24
• Human Rights Campaign Foundation's Equality 100 Award 2020, '21, '22, '23-24, '25
• Military Times' Best for Vets: Employers 2023, '24

Conducting business with integrity and with the highest ethical values has underpinned U. S. Steel's success for over 100 years, and it remains critical to our company's success in the future. U. S. Steel is an Equal Opportunity Employer. It is our policy to provide equal employment opportunity (EEO) according to job qualifications without discrimination on the basis of race, color, religion, ancestry, national origin, age, genetics, sexual orientation, sex, gender identity, disability status or status as a protected Veteran or any other legally protected group status. (California residents may visit regarding collection of personal information and U. S. Steel's privacy practices.)

Competency Summary

At U. S. Steel all employees are expected to display the following core competencies every day to advance corporate, team and individual goals:

Think: Think Critically and Drive Change
Lead: Develop Talent and Collaborate
Do: Empower Performance and Deliver Results