Customer Support Coordinator

2 weeks ago

Fort Wayne, United States Trelleborg Sealing Solutions US Inc Full time

The CSC is responsible for customer order and quote management to include contract review, price analysis, delivery performance and general reporting. This position at times may need to source and purchase product from internal and 3rd party suppliers. The CSC works with Logistic and Manufacturing facilities as well as supports Sales Engineers (SE), Application Engineers (AE), Customer Support Account Leads (CSAL) and management to achieve their goals and KPIs. As a result of the large team, they often have multiple tasks competing for their time requiring excellent organization and communication skills. In some situations the CSA may handle accounts within a team or solo. As a result, they may be required to perform additional duties as need to support accounts.

**Tasks and Responsibilities**:
The CSC can have a variety of tasks and responsibilities that may include but are not limited to:
Customer Management:

- Ensure contract review is executed in accordance with AS standards and local procedures in a timely fashion
- Evaluate customer orders and demand against supplier deliveries in order to meet and exceed OTD targets
- Interface with internal teams and external customers to proactively resolve customer complaints
- May be required to source and purchase product from internal and 3rd party sources to fulfill customer requirements

Communication:

- Understand and communicate changes to customer demand and requests as needed across the organization. Liaise with Hub, Supply Chain Management (SCM), Project Manager (PM) and factory departments to ensure that all activities are aligned with Trelleborg and the customer's KPIs
- Resolve delivery schedule problems and negotiate delivery schedule changes

Hub Operations:

- Work with BPM and AHA tools to implement a continuous improvement culture to increase efficiencies and profitability by identifying potential improvements to the internal work processes
- Provide proactive communication, analysis and problem solving to team members

Administrative:

- Work with logistics facilities to continuously improve transit and delivery times and satisfy or exceed customer OTD targets
- Ensure full compliance with the Quality Management Systems (QMS) and standard operating procedures in accordance with AS9100

**Education and Experience**:

- Minimum 1 year customer service experience required
- Associate degree strongly preferred
- Bachelor's degree a plus
- Knowledge of basic business sales and marketing practices preferred
- Experience in the Aerospace, Sealing or Polymer industry is beneficial
- Familiarity with AS9100 quality requirements is beneficial
- Familiarity with order management is beneficial

**Competencies**:

- Strong written and verbal communication skills
- Strong people and relationship building skills
- Customer driven with a positive, professional, determined attitude
- Strong organization skills with the ability to multi-task with attention to detail and accuracy
- Basic math skills (addition, subtraction, margin calculations)
- Proficient in the use of Microsoft Office Word and Excel
- Proficiency in the use of business operation software (Oracle, JDEdwards, SAP) is beneficial
- Adapting to customer and supplier websites for orders, updates, changes, etc.

**Travel**:

- The CSC position is a local position
- Limited travel requirements will be 0-10% of the timer per year

**Application**:
Last Application Date 7/4/2024

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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