Customer Experience Professional

2 weeks ago

Sturgis, United States Sturgis Molded Products Full time

Sturgis Molded Products is a plastic injection molding company family owned since 1966 located in Sturgis MI. Using the latest technologies in scientific molding coupled with our superior in-house tool design and engineering; we are able to provide innovative and cost effective plastic solutions for one-stop "Total Solutions Molding."

**Customer Experience Professional**

**Purpose of Position**

To ensure customer satisfaction through the coordination of all communications with our external customers and our internal departments (production scheduling, tooling, purchasing, shipping, inventory control, and manufacturing) regarding customer orders/releases, shipping schedules and availability, and any tooling or press issues creating on-time delivery concerns.

**Responsibilities and Tasks**
- Customer relationships for all assigned customers and timely notification of any current or foreseen delivery issues.
- Complete responsibility for customer requests for parts in advance of typical delivery timing. Coordinate communication of this to all affected internal departments as well as the external customer.
- Complete order entry capabilities including all EDI orders/ASN responsibilities
- Reconciliation of customer orders/release information with our IQMS system and any reconciling items for the timing of receipts etc., also balancing all cum driven customers
- Print pick tickets and review next day’s orders
- Initiator of required re-quoting for parts ordered that are outside the time frame for current pricing module. For Bayer, required to recalculate piece price based on spreading any minimum order set up charge over the total quantity of parts ordered.
- Responsible for follow up both with the customer and internal departments regarding required purchase orders, p.o. quantities, set-up charges etc.
- Complete all of the required Nafta documents for customers
- Provide assistance in terms of release history/authorization in obsolete inventory or build-out situations.

**Relationships**
- Reports directly to the Executive Vice President/COO
- Interacts daily with cross functional personnel (production scheduling, tooling, manufacturing, sales and quality) through GEMBA reporting
- Interacts daily with customer purchasing and materials management personnel
- Direct Reports: None

**Personal Trait Profile**
- Confidence/ Self-assurance to bring significant issues to SMP’s leadership for further analysis and follow up
- Sense of ownership of your work High degree of urgency and accuracy in work performed

**Education, Experience and Preferred Skills**
- Bachelor’s Degree or 3 plus years of customer service experience
- Flexibility in prioritization of work flow and ability to perform multiple functions throughout the day
- Strong communication skills to deliver both positive and negative news to our customers on a timely basis
- Ability to work together in a group setting that promotes a positive attitude and work environment conducive for mutual accomplishments and success.
- Strong understanding of the IQMS system and the ability to work through EDI and other system issues

**Measures of Performance**
- On-time delivery tracking - goal of 99.5% resulting from customer order entry or pick ticket issues
- Development and utilization of Dashboard for customer experience metrics - number of customer favors accepted, number of requests for delayed shipments, etc.
- Results of customer survey’s regarding SMP’s timely communication and understanding of the customer’s needs

**Additional Notes**
- Must successfully complete background check and drug screen prior to start (THC Friendly)

Pay: From $50,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance

Experience level:

- 3 years

Shift:

- Day shift
- Morning shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person
- Office

People with a criminal record are encouraged to apply

**Education**:

- Associate (preferred)

**Experience**:

- Customer support: 3 years (preferred)
- Manufacturing: 1 year (preferred)

Ability to Relocate:

- Sturgis, MI 49091: Relocate before starting work (required)

Work Location: In person

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