Senior Customer Service Representative

Senior Customer Service Representative

Who we are:

Atkore is forging a future where our employees, customers, suppliers, shareholders, and communities are building better together - a future focused on serving the customer and powering and protecting the world.

With a global network of manufacturing and distribution facilities, Atkore is a leading provider of electrical, safety and infrastructure solutions.

Who we are looking for:

We are currently looking for a Senior Customer Service Representative to be based out of Pueblo, Colorado, as part of the Corrosion Resistant Conduit Strategic Business Unit ("SBU"). Reporting to the Director of Operations, this person will be responsible for leading the customer service function, ensuring timely and accurate order management, coordinating with cross-functional teams (planning, logistics, and sales), and driving continuous improvement in customer satisfaction and service metrics.

This leader is a strong communicator and problem-solver who thrives in a fast-paced environment, excels in building relationships with internal and external stakeholders, and brings a customer-centric mindset. The ideal candidate is detail-oriented, collaborative, and has proven experience managing service operations and leading a high-performing team.

What you'll do:

• Respond efficiently to customers and support the sales team
• Process and follow up on customer complaints and product returns; communicate the information to the Operations team
• Report and summarize customer complaints
• Attend and actively participate in meetings
• Audit border declarations and negotiate cross-border procedures
• Coordinate with the planners which order goes where (FRE Orders)
• Ensure effective follow-up on orders with customers (delivery dates)
• Enter customer orders into the system
• Produce report: Leadtime report
• Produce report: OTD
• Communicate with agents
• Change orders and manage cancellations
• Do various trainings
• Participate actively in Gemba walks
• Other duties.

What you'll bring:

• 5 years in customer service in a manufacturing company
• Customer oriented

• Sense of responsibility, rigorous and organized
• Demonstrate flexibility and versatility

• All must embrace and foster an environment that supports our core values of Integrity, Respect, Excellence, Teamwork and Accountability

Within 3 months, you'll:

• Complete Atkore immersion, including participation in a large Kaizen or Gemba event
• Gain a deep understanding of key customer service processes and performance metrics
• Build strong relationships with key stakeholders in operations, planning, sales, and logistics
• Lead day-to-day customer service operations and ensure continuity in order management and issue resolution

Within 6 months, you'll:

• Identify and implement process improvements to enhance order accuracy, lead times, and customer satisfaction
• Establish and track key performance indicators (KPIs) for the customer service team
• Drive cross-functional collaboration to resolve root causes of recurring service issues

Within 12 months, you'll:

• Play a key role in the SBU's annual planning by providing insights on customer trends and service capabilities
• Lead strategic initiatives to improve overall customer experience and support business growth
• Serve as a trusted voice of the customer, influencing operational decisions and continuous improvement initiatives

Atkore is a five-time Great Place to Work certified company and a four-time Top Workplaces USA award winner! We're committed to creating an engaged, aligned workforce driven by a collaborative culture. Our team strives for breakthrough results and stays focused on being standout leaders. We consistently live the Atkore mission, strategic priorities, and behaviors consistent with our core values.

Join our team and align yourself with an industry leader!

As of the date of this posting, a good faith estimate of the current pay for this position is $45,840 - $63,030. Placement in the range depends on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs and may change over time. Other compensation may include, but not limited to, overtime, shift differentials, bonuses, commissions, stock, and other incentives.

Benefits available include:

• Medical, vision, and dental insurance
• Life insurance
• Short-term and long-term disability insurance
• 401k
• Paid Time Off
• Paid holidays
• Any leave required under federal, state, or local law

Benefits are subject to vesting and eligibility requirements.

Applications are being accepted on an ongoing basis.