• Job Description

  Req#: 12754BR

  Job Description

  U. S. Steel is committed to fostering an inclusive workplace culture and celebrate the diversity of our employees. The Manager-Customer Experience is responsible for teams of Customer Experience Analysts and close cooperation with Regional Sales Manager(s), for the overall customer service effectiveness for assigned industry group(s). Understands current business challenges and works towards resolving recurring problems and issues.
  
  Additional responsibilities include the following:
  

  • Provides oversight and guidance to assigned teams of Customer Experience Analysis to ensure high quality, efficient customer service.
  • Understands industry segment(s) and identifies emerging issues which may impact customer service. Proactively recommends and assists in developing and implementing solutions.
  • Sets priorities and allocates resources for assigned teams. Maintains appropriate staffing levels and accurate staffing models to ensure department goals are met and workloads are distributed appropriately.
  • Drives continuous improvement by establishing, maintaining, and communicating quantity and quality standards. Reinforces these standards through the analysis and communication of results. Holds individuals and teams accountable to these standards and results.
  • Provides statistical and performance feedback and coaching on a regular basis to team. Writes and delivers performance reviews.
  • Assess training needs and creates, implements and tracks employee development plans. Supports, delivers and/or participates in training as necessary.
  • Ensures and coordinates proper levels of communication and interaction with various departments and senior management. Builds a team environment to support organizational goals.
  • Ensures that short- and long-term initiatives are implemented in order to deliver the desired results of the Sales and Customer Experience departments.
  • Ensures that each team member feels that their work is valued, appreciated, and meaningful to the success of U. S. Steel.

  
  Requirements:

  • Bachelor’s degree in business administration, communications, marketing, supply chain management or a closely related field.
  • At least five years of experience in customer service, sales or a closely related function
  • Ability to communicate effectively at all levels of the organization
  • Ability to develop and motivate others
  • Ability to use appropriate judgment in upward communication regarding employee or team concerns
  • Experience in the steel, metals, industrial OEM, or closely related industry
  • Automotive industry experience highly preferred
  • Ability to effectively use Microsoft office and understand the underlying principles of complex relational databases
  • Previous supervisory and/or project management experience strongly preferred

  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

  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.
  
  We show pride in our communities with community partnerships, corporate charitable contributions, company-sponsored employee volunteer initiatives, leadership training, and much more. And of course, we have 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:

  • Newsweek’s Top 100 Most Loved Workplaces® 2021, ’22, ‘23
  • Human Rights Campaign Foundation’s Equality 100 Award 2020, ’21,’22, ‘23
  • Disability:IN’s Best Places to Work for Disability Inclusion 2021, ’22, ‘23
  • Ethisphere’s World’s Most Ethical Companies® 2022, ‘23
  • Military Times’ Best for Vets: Employers 2023
  • Mansfield Certification for progressing Diversity, Equality, and Inclusion in Legal Department: 2023

  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 www.ussteel.com/CANotice regarding collection of personal information and U. S. Steel's privacy practices.)

• About the company

  United States Steel Corporation, more commonly known as US Steel, is an American integrated steel producer headquartered in Pittsburgh, Pennsylvania, with production operations in the United States and Central Europe.

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