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Order Management Team Lead

3 months ago

Novi, United States Kistler Instrument Corp. Full time
Job DescriptionJob Description

Position Summary:

This position will be responsible for leading the team of dedicated customer service representatives to in the role as the primary point of contact for non-product related customer issues. This position is responsible for providing a high level of customer service to internal staff as well as customers.


Key Responsibilities:

  • Lead Customer Service Administrators to handle non-technical customer issues; develop and document procedures for quote generation and order entry into SAP, and train staff on the entire order process.
  • Proactively update customers on order status and ensure accurate generation and delivery of sales orders and invoices.
  • Coordinate with Kistler Production Centers for product delivery, manage issues like damage or delays, and arrange return of repaired products, subcontracting repairs as necessary.
  • Support Sales Engineers and Managers as needed; verify customer Purchase Orders against Kistler Quotes, and coordinate credit card payments before shipping products.
  • Identify and implement improvements in service levels and process efficiency; lead monthly Sales Administration meetings to align sales expectations with capabilities.
  • Train staff on customer communication regarding orders, repairs, quotes, and payments; respond to customer inquiries, directing them to appropriate contacts within the organization.
  • Acknowledge receipt of incoming repairs, ensure service orders are processed, and verify return of repaired products; send order confirmations and maintain documentation in the accounting system.
  • Create new customers in SAP, maintain customer master data, and assist with customer paperwork and inventory records.
  • Regularly interact with Group Company Managers for knowledge sharing and process standardization.
  • Monitor KPIs such as past due orders and open orders.

Qualifications:

  • Expertise in interpreting customer Purchase Orders, Terms & Conditions, and Sales Contracts, inventory check.
  • Experience with SAP order entry, C4C, and contacts databases.
  • Proficient in Microsoft Excel, Word, PowerPoint, and Outlook.
  • Strong organizational skills with meticulous attention to detail.
  • Collaborative team player with excellent communication skills.
  • Knowledge of Accounts Receivable (AR) is advantageous.
  • Bachelor’s Degree in a business-related discipline required.
  • Minimum 5 years of Customer Service experience, including 2 years in a Supervisory Role leading a team of 5-10 individuals.
  • Physical requirements include ability to sit at a desk for 80% of the workday, use a computer for 80% of the workday, and lift 50 lbs.

About Kistler:

Kistler is the global leader in dynamic measurement technology for measuring pressure, force, torque, and acceleration. Our cutting-edge technologies form the foundation of Kistler's modular solutions, enabling customers in industry and science to optimize their products and processes, securing a sustainable competitive edge. As a pioneering Swiss company, we drive the evolution of automobile development, industrial automation, electrified drive technology, automated and connected driving, emission reduction, and smart factories with our unique sensor technology.


Why Kistler?

At Kistler, your expertise is valued and nurtured. We offer exciting career opportunities in a global environment, providing a generous benefits package including medical, dental, vision, life, and disability coverage, a 401k plan with a 4% company match, and generous personal and vacation time allowances. Join us and be part of a team that shapes the future of measurement technology. Kistler Instrument Corporation is an Equal Opportunity Employer.