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Customer Service Representative
2 months ago
At Modine, we are engineering a cleaner, healthier world. Building on more than 100 years of excellence in thermal management, we provide trusted systems and solutions that improve air quality and conserve natural resources. More than 13,000 employees are at work in every corner of the globe, delivering the solutions our customers need, where they need them. Our Climate Solutions and Performance Technologies segments support our purpose by improving air quality, reducing energy and water consumption, lowering harmful emissions and enabling cleaner running vehicles and environmentally-friendly refrigerants. Modine is a global company headquartered in Racine, Wisconsin (USA), with operations in North America, South America, Europe and Asia. For more information about Modine, visit www.modine.com.
Position Description You will provide internal support to Key Accounts by coordinating sales-related activities between Modine and our customers.
Key Responsibilities Work closely with the General Manager to complete customer quotations in a timely manner. Understand how to process customer RFQs.
Ensure that the account team is following work instructions and that appropriate approvals are obtained prior to quoting.
Respond to customer RFQs and change requests using various customer web-based quote systems or completing quote and tooling transparencies.
New customer account set up, including but not limited to, obtaining customer credit documentation and risk rate assessment.
Review initial purchase orders to ensure pricing accuracy, customer contracts/notifications, enter orders for Racine, request estimates, set pricing under Key Account Manager/Rep direction/supervision, quote, follow up with customers and internal Modine.
Assist by reviewing the customers terms and conditions or clauses and providing feedback to the Key Account Manager. Route T&C/clauses to other internal departments for their input.
Ensure copies of all contracts/terms that have been reviewed are saved in the appropriate customer file.
Support by providing assistance to document processes, make process improvements and other projects as requested.
Continually work with Modines estimating department and the plants to understand estimates, costs and BOM structures.
Develop and maintain a close working relationship with customers, immediate internal team members and other supporting internal Modine groups.
Continually work with Credit Department, Key Account Manager, plants and Pricing Department to resolve customer and plant-related price issues that contribute to DSO. Our goal is to increase cash flow.
Initiate New Product Releases (NPR) as required ensuring that the process of the NPRs has been completed.
Acquire knowledge of Modine pricing system and guidelines for setting up and maintaining pricing.
Understand how prices being quoted to our customers were developed. Be prepared to answer questions concerning market, quantity, materials, etc. if asked.
Work closely with the Key Account Manager and customer to confirm that pricing has been accepted before the price catalog is updated.
Communicate with our manufacturing facilities on price changes.
Review the customers price contracts for accuracy.
Have a basic understanding of our products in order to support business processes required to release new programs and for future customer support.
Track production life of product, re-quoting at the service only level when necessary.
Work with engineering to determine which part numbers will be set up for service on all new programs. Request estimates for all parts, generate and submit quotes to customer.
Ensure tooling/development charges are invoiced to customer upon notification of PPAP approval from plant/engineering or based on previously agreed to invoicing timeline.
Assist the Manufacturing Engineer and/or Program Manager on tooling reconciliation projects as required by the customer.
Mediate between Customer and internal Modine areas such as but not limited to IT, Pricing, Credit or plant personnel to solve commercial issues.
Assist Key Account Managers or work directly with marketing personnel annually regarding customer account forecasting.
Maintain an up-to-date organized customer program/part file.
Support customer communications and follow up activities related to 80-20 initiatives, economic price increases, force majeure events, tariffs, etc.
Required Education & Qualifications The candidate for the Inside Sales position should have excellent organizational, written and verbal communication skills, good math capability, and computer skills (Excel/Word/SAP).
Minimum of a high school diploma is required.
The Customer Service Rep position requires the candidate to be a team player who can handle a wide range of activities and adjusts well to changes.
The candidate must also have the ability to multi-task and prioritize their workloads.
Modine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Modine provides a competitive benefit package, which could include paid vacation, short term disability, 401(k), health, dental, vision, life insurance, flex spending benefits, tuition reimbursement, Health Savings Account and much more. Human Resources will provide more detail upon your hiring.
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