Customer Service

3 weeks ago

Elkhart, United States KEM KREST Full time
Job Details

Job Location
Magnum Bldg 1 - Elkhart, IN

Remote Type
Hybrid

Description

Mission:

The ERP Core Team member - will serve as the Customer Experience (CX), After Sales (AS), Customer Service (CS) functional lead for Kem Krest facilities in the ERP Implementation project. The key responsibility for this role will be to represent Operations throughout the project ensuring that new work processes relating to the ERP system meet the functional needs of operations team with minimal interruption to our customers and that the Operations team leadership is informed throughout the process as to project milestones that will impact customer programs.

Key Outcomes (KPI'S):

1) OUTCOME: Serve as the Operations representative liaison on the ERP Core Team
  • Attends Core Team meetings and serves as the liaison to help technologists understand functional needs of the business.
  • Work with Operations Teams to integrate new system requirements into the existing workflow and assist with documentation including Work Instruction updates.
  • Develops a communication cadence with each of the Facility Managers and other Warehouse leaders as appropriate to ensure smooth implementation by program with minimal customer interruption.
  • Report and address system issues in new program implementation process with urgency and work with IT and Operations leadership to identify swift resolution.
2) OUTCOME: Learn Microsoft D365 ERP and become functional SME (subject matter expert) for Operations
  • Provide hands-on assistance to Facility Managers and Supervisors in implementation of new program throughout the project cycle.
  • Keeps issue log - tracking service interruptions and system glitches and serves as liaison between the business, IT, 3rd party software vendors and the ERP Core Team for resolution (KK and VAR).
  • Works with Operations team to drive understanding and system adoption.
  • Identify opportunities to enhance D365 to support improved customer service and warehouse efficiency / productivity.
3) OUTCOME: Meet and Exceed customer expectations
  • Support Facility Manager in maintaining on-time Customer Delivery through automation.
  • Support efforts to minimize EPT through proper system utilization.
  • Ensure Operations supports Quality and other key functions to reduce and eliminate CAF occurrences as a result of ERP system issues.
4) OUTCOME: Drive continuous improvement culture
  • Challenge current processes and work methods.
  • Partner with Facility Manager to foster ERP systems adoption and drive understanding for the end goal on automation of our processes.
  • Lead group problem solving events, implement lean principles with emphasis on shop floor visual management.
  • Lead/support/encourage team to participate in Employee Suggestion Program, achieve stated monthly target for the facility.
  • Engage all employees through excellent communication and awareness of all facility and corporate goals and objectives, i.e. participate in shift start meetings informing shop floor teams of upcoming D365 launches and system enhancements.
5) OUTCOME: Contribute to Growth and Success of the Organization
  • Support Trainers and Facility Manager in ensuring staff is trained and provide lift for team members needing additional support and mentorship/coaching.
  • Monitor facilities and operations to adapt ahead of planned impacts to the operation.
  • Encourage active engagement in KK culture and practice / teach our core values.
  • Set a personal example for others to follow.
Core Competencies:

Manages complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Decision quality: Planning and prioritizing work to meet commitments aligned with organizational goals.

Action oriented: Taking on new opportunities and touch challenges with a sense of urgency, high energy, and enthusiasm.

Resourcefulness: Securing and deploying resources effectively and efficiently.

Pans and aligns: Pl Planning and prioritizing work to meet commitments aligned with organizational goals.

Ensures accountability: Holding self and others accountable to meet commitments.

Drives results: Consistently achieving results, even under tough circumstances.

Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.

Builds effective teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

Organizational savvy: Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.

Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Self-development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Qualifications

Strengths to be Successful:
  • Background in Customer Experience, After Sales, and Customer Service
  • Background in LEAN concepts and implementation
  • 5+ years supervisory experience
  • 3-5 years Management experience
  • Multi-Facility experience
  • Bachelor's degree preferred - Bus. Admin., Supply Chain, Engineering
  • Highly proficient in Microsoft Office software (primarily Outlook, Excel and Word)
  • Experience using ERP and WMS systems
  • Project Management experience
  • Well-developed written and verbal communication skills
  • Exceptional work ethic and desire to succeed
  • Interpersonal skills
About Us:
Kem Krest is a certified minority-owned business (MBE) and leading provider of Total Program Management for our customers through Supply Chain Optimization, Chemical Packaging, End-to-End Fulfillment and Aftersales Solutions. We have over 45 years of experience working with Original Equipment Manufacturers (OEMs) in the Automotive, Agricultural, Power Sports, Heavy Duty, Retail and Defense industries.

Kem Krest has 12 locations throughout the U.S. and Canada: Indiana (Elkhart, Bristol, Carmel); Michigan (Brighton, Fowlerville); Wisconsin (Pleasant Prairie); Arizona (Phoenix); Ontario (Oakville); and Alberta (Edmonton).

Our Culture:
At Kem Krest, we're inspired by hardworking people who want to impact our industry and community. Our team members are the key to our company's success and essential to our promise: "Customer Focused, Solutions Driven".

Our workplace embraces fun and celebrates achievement. We invest in people. We employ those who share our passion/mission and work to enrich our business model. We understand that each member of the team is a representative of our organization. We foster an inclusive environment that allows for expression of ideas and creativity. We serve our communities and manage our organization through the principles of servant leadership. We maintain a "Customer First / Associate First" philosophy.

Benefits:
  • Competitive Pay
  • Generous PTO (Paid Time Off) and Paid Holidays
  • Profit Sharing Program
  • Healthcare Insurance Coverage Plans
  • Company Paid Life Insurance
  • Tuition Assistance
  • Matching 401k Program
  • Company Parties, Events and focus on FUN

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