As a valued customer at Charter Steel, it is our mission to support and serve you throughout your journey with us. One of the predominant ways we support your business’s needs is through our Customer Service Account Representatives who work in conjunction with Regional Account Managers, Technical Service Engineers, and the rest of the Charter Steel team.
Charter CSARs: Supporting the Customer Experience
During your time with Charter Steel, you have a team of experienced experts to help with your specific needs. Your Technical Service Engineer will offer expertise on technical questions, product chemistry, and will make sure our steel is optimal for your production needs. Your Regional Account Manager is your main contact, providing strategic guidance to your business. Your Customer Service Account Representative (CSAR) rounds out your team of experts. They are your support for countless day-to-day aspects of the customer experience, from the most basic questions and information, to trouble-shooting complex situations and helping to resolve any unexpected issues that may arise.
Here’s a closer look into the benefits your dedicated CSARs provide...
What Do CSARs Do?
You will have a dedicated Customer Service Account Representative. This CSAR will get to know you and your business needs. They will be your go-to resource for your day-to-day needs, directing you to needed information, and answering any questions you may have.
CSARs proactively monitor your account and are constantly keeping a pulse on your needs. Some examples of this are:
- Customer onboarding and support through new account setup
- Providing status updates on product orders or shipping details
- Entering new purchase orders and confirming best availability dates
- Gathering internal team members to validate details of new product requests and trials
- Managing lead times, shipment dates, and aspects of pick-up appointment communication
- Working with customers when needed product dates and/or quantities change
- Supporting our customers with weekly forecasts, firm zones, and releases associated with the Charter Managed Inventory Program (MIP)
Charter CSARs get to know their accounts extremely well. Often, they will reach out proactively when something seems amiss, acting as an extension of your purchasing and logistics team. They also work behind the scenes with the rest of your account team very closely, ensuring you are receiving the best possible service. In our annual customer surveys, CSAR responsiveness and problem-solving abilities consistently rank in the top areas of satisfaction with Charter Steel.
Feedback from customers speaks to the impact that our CSARs make:
“Charter sets the bar for Customer Service in the market. My CSAR is world class at her job. She is professional, friendly, proactive, and cares about her customers. She is the standard that I hold my other suppliers to.”
We’re incredibly proud of our CSAR team and the capabilities they bring. New customers can rely on their CSARs to ensure their onboarding and initial orders with Charter Steel happen smoothly and seamlessly. And tenured customers can be assured they have a second set of eyes watching out for them and supporting their operations.