Bilingual Customer Service Representative

**BILINGUAL CUSTOMER SERVICE REPRESENTATIVE - St-Jean Rail Products, Quebec, Canada**

**About Gerdau**:

- Empowering people who build the future._ At Gerdau, it's all about the people and customers. Our culture thrives by embracing diversity, encouraging innovation, and creating products that serve humanity. We value teamwork, safety, and sustainability. We are committed to continuous improvement and believe we can create a better future for our employees and our Global community by investing in people, processes, and technology. We offer Global opportunities, competitive benefits, flexible work schedules, opportunities for career development and more. Join us in our cultural & digital transformation and help us build the future at the Gerdau We Are Creating.

The North American business divisions (Gerdau Long Steel North America and Gerdau Specialty Steel North America) produce long and special steel products for the agriculture, energy, industrial, automotive, and manufacturing markets.

We stimulate the economy through our network of recycling operations and mills. We serve customers throughout the U.S. and Canada, through a vertically integrated network of mini-mills, scrap recycling facilities and downstream operations offering a diverse and balanced product mix.

Our mills utilize efficient and clean production practices, including the use of electric arc furnace (EAF) technology. The use of this technology and its process makes our steel one of the greenest choices available.

**Position Description & Purpose**:
This position is responsible for supporting St-Jean Rail Product’s spike and anchor customers. Volume of sales and number of customers will range between 8,000 tons to 12,000 tons and between 30 to 45 different customers. Breadth of knowledge should include a basic understanding of metal transformation and logistics operations, forecast planning, inventory management concepts, shipping and logistics knowledge, and customer service principles and objectives.

This job’s primary function is to build relationships with customers and help support the sale of rail products to our customers (i.e., revenue generation) in the Rail Industry.

This position will include all responsibilities for customer service including Sales Order Management Activities, and all other communications with customers.

**Key Duties & Responsibilities**:
Sales Order Management Activities (SOM)
- Send quotes to customers and regularly follow up with customers,
- Manage any changes to the order to include timeframe, price, product quantity, etc. and ensure customer is aware of impact of changes (i.e., effectively manage his/her book of business).
- Delivery creation and Shipment creation activities to include: Create the shipment schedule and confirm order.
- Be aware of forecast sales targets. While obtaining the order, identify cross sell and upsell opportunities with customers based on trends and prior orders.

Create account set up details to include credit, logistics and production or products (i.e., SKUs).

Generate internal and external reports to understand order status and identify gaps.

Open and process customer complaints (price, quality and logistics) to include follow up.

**Supervisory Responsibilities & Reporting Structure**:

- Direct Reports: None
- Reports to: Plant Manager

**Metrics for Success**:
1. Customer resolution (issue resolution) / Customer Satisfaction

2. Developing strong relationships with customers while balancing Gerdau’s needs

3. Forecast Accuracy

**Qualifications and Educational requirement(s)**:
1 - 3 year of experience in office or related type of environment and a 2-year degree

Preferred experience in the following industries: 1. Steel, 2. Rail & Mining, 3. Metals Manufacturing, 4. Commodities pertaining to the steel industry, 5. Metals Distribution/Service Centers, 6. General Manufacturing (industrial).

Preferred degree in the following areas: 1. Business with Sales and Marketing emphasis, 2. Engineering or Material Sciences.

Experience with MS Office suite and prefer experience previously with data entry, customer service.

Must be bilingual, fluent in French and English.

Some business travel required.

**What Gerdau Offers You**:

- Comprehensive Medical, Prescription, Dental, Vision Plans
- Health & Dependent Care (Flexible Spending Account)
- 100% Employer Matched Defined Contribution Pension up to 6%
- Life/Accidental Life Insurance
- Health Advocate Services
- Employee Assistance Program
- Tuition Reimbursement Program
- Career Path System and Training
- Opportunity to grow and create.

**HOW TO APPLY**:

- Gerdau believes in equal employment opportunity related to all employees and applicants for employment. It is the policy of Gerdau that there will be no discrimination against any employee or applicant for employment on the basis of race, religion, color, national origin, citizenship, marital status, sex, age, sexual orientation, genetic information, gender id