CUSTOMER SERVICE REPRESENTATIVE I

Customer Service Rep

FGS continues to expand its steel business, with increasing order volumes from both domestic and international customers. To support this growth, we are committed to delivering efficient, high-quality service that consistently meets customer standards, while enhancing Formosa's brand and reputation through the timely and reliable delivery of services, documentation, and products to both existing and prospective customers.

Major Areas of Accountability

1. Customer Service & Communication

• Serve as the primary point of contact by handling phone calls and emails, resolving customer inquiries in a timely, professional, and respectful manner.
• Communicate clearly and proactively to ensure customer satisfaction and manage expectations.
• Maintain strong relationships with internal teams (Sales, Credit department, Logistics Team) and external partners (Taiwan sales, steamship lines, forwarders).

2. Relationship Management & Problem Solving

• Act as a proactive problem solver by addressing customer concerns, identifying solutions, and ensuring follow-through.
• Handle customer complaints and confusion related to shipments, logistics, and products, including port congestion, container per diem/free days, inland delivery, and empty returns.
• Maintain consistent, professional communication across all stakeholders.

3. Order Processing & Documentation Management

• Process buy/sell orders in the system with accuracy in pricing, volume, shipment details, Incoterms, and packing.
• Manage and audit import/export documentation (e.g., Bill of Lading, ISF, COO, COA) to ensure compliance with customs and broker requirements.
• Coordinate with Taiwan vendors to ensure timely and accurate documentation.
• Ensure alignment between purchase orders and sales orders, including virtual receiving and inventory updates.

4. Steel Operations Management

• Handle all steel-related order entries, documentation, and processing with high accuracy.
• Ensure correctness of specifications, documentation, and invoicing.
• Monitor and follow up on all steel shipments, including production status, transit, ETA, and final delivery.
• Assist in monitoring domestic rail shipments when required.

5. Logistics Coordination & Shipment Tracking

• Coordinate shipments with overseas vendors and logistics providers.
• Track and monitor shipment quantity, product details, and delivery destinations.
• Communicate order and shipping status updates to sales teams and customers.
• Identify and resolve shipment abnormalities and delays proactively.

6. Payment Processing

• Organize and process payments including vendor invoices, trucking, forwarder/broker fees, customs duties, and GST.
• Reconcile vendor payments with customer invoices to ensure accuracy.
• Process freight forwarder invoices in a timely manner.
• Help to process all invoices related to our FGS invoices.
• Calculate profit and loss for each shipment.

7. System Setup & Data Maintenance

• Set up and maintain system data including customer accounts (ship-to, bill-to, confirm-to), vendor codes, and payee codes.
• Maintain and update customer files and shipment records.
• Manage import container tracking files and FGS weekly order tracking reports.
• Set up document distribution (invoices, sales confirmations, COA, etc.) for customers.

8. Sales & Operational Support

• Support Sales with PO processing and customer documentation.
• Assist with import documentation preparation and container cargo tracking.
• Monitor and revise pricing for open orders.
• Coordinate product setup and inform sales teams for new product codes.
• Provide operational support to ensure timely and accurate execution of sales activities.

9. Vendor & Sample Coordination

• Coordinate with Taiwan vendors for shipments, documentation, and issue resolution.
• Help to arrange and manage sample shipments to Taiwan vendors when necessary.
• Participate in vendor meetings as needed.

Qualifications

• 13 years of experience in customer service
• 4-year college degree
• 2 years business related work preferred
• Ability to manage small, medium, and large accounts across a variety of products
• Experience handling logistics-related issues, including ramp, terminal, port, and vessel operations, while ensuring customer satisfaction
• Proficiency in Microsoft Office applications
• Ability to read, analyze, and interpret emails, purchase orders, standard operating procedures (SOPs), and other job-related documents
• Strong written communication skills, with the ability to compose clear and professional emails
• Excellent phone etiquette, with the ability to provide shipment status updates to customers, brokers, and customs officials
• Proven problem-solving skills, with the ability to handle practical issues and adapt to situations with limited standardization
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook

Check Out Our Benefits

Health Coverage and Perks Excellent medical, dental, and vision insurance plans Flexible spending accounts for health, dependent care Short-term Disability Long-term Disability Group Term Life, Dependent and Supplemental Life Insurance Tuition Reimbursement

Work/Life Balance 10 Paid Holidays Paid Time Off for a balanced life (Vacation, Sick and Personal Time) FlexTime Available Competitive Compensation Competitive salary, incentive/bonus, 401(k) plan with company match, Cash Balance, Pension Plan