Customer Service Specialist

2 months ago

Wylie, United States Sanden International Full time
Purpose of this Job:

Primary purpose of this position is to manage customer orders and maintain positive relationships with assigned customers. Must be responsible from start of order until completion of shipment ensuring each order is managed to the customer expectations. Must work with multiple departments to provide an uninterrupted flow of Sanden products without risk of customer line stoppages, shutdowns or excess penalties due to any interruption in the flow of parts.

Requirements

Principle Duties/Essential Functions:
  • Process customer orders through EDI to ensure on time delivery and maintenance of KPIs/scorecard
Other Tasks/Responsibilities:
  • Maintain the customer Electronic Data Interface (EDI) Reports, analyzing all requirements, including scheduling shipments, quantities, design changes or model introductions
  • Track manual order entry orders and special market customers or non EDI customers
  • Track orders for daily open order report
  • Initiate timely pick/shipper release according to customer schedules and due dates
  • Verify and ensure accurate cumulative quantities are on each customer's shipment
  • Ensure parts and cross-references are updated on EDI, as required, so all customer EDI requirements are downloaded properly to the ERP System [IQMS] for material management
  • Responsible for entering orders, verifying pricing, ensuring invoice accuracy, entering proper shipping instructions, and reviewing EDI reports and/or error reports for assigned customers
  • Work with Production Control for support of manufacturing parts timely according to customer delivery requirements
  • Work effectively with Shipping Department to confirm shipping instructions are followed and customer shipments occur according to customer requirements
  • Verify that Sanden products are prepared and ready for their scheduled pickups
  • Strive to achieve and maintain high level of service according to customer-supplier score/KPI requirements
  • Create and follow respective corrective action issued due to occurrence of service failure
  • Ensure that all performance ratings are maintained at satisfactory level, with regards to on time delivery and accuracy of order receipt
  • Analyze and research delays to proactively communicate with customer and update customer portals to eliminate detrimental data from compromising target scores
  • Monitor the adherence of ASN (Advance Shipping Notice) activities. Work with Shipping Department to ensure customer ASN's are properly submitted
  • Provide each market's monthly Delivery Tracking Report to the Departmental Manager
  • Keep daily records of issues in preparation for the monthly Delivery Tracking report requirement
  • Act as the principle liaison between the Sanden Sales Departments and customer personnel
  • Responsible for responding to customers when other personnel are absent
  • Maintain current customer data, including shipping address details, for both EDI set up and manual order entry customers in the Sanden Operating Systems
  • Initiate return material authorizations (RMAs) to customers only on new product return, or Sanden's Warranty Department for the customer
  • Ensure international shipping document requirements are met according to customer INCO terms and/or agreements
  • Research and report to Customer Service Supervisor any and all customer related issues, service failures, etc.
  • Research and communicate with customer regarding delivery rating improvement activity
  • Daily activities based on all elements of STQM Sanden Way
  • Responsible for awareness and compliance with company Environmental, Health and Safety (EHS) policies, procedures and regulatory requirements. Contributing to the effectiveness of the EHS policies and procedures by communicating and reporting unsafe conditions and/or non-compliances
Competencies:
  • Customer focus
  • Quality focus
  • Problem solving
  • Adaptability
  • Positive attitude
  • Self-control
  • Effective listening
Education:
  • High school diploma required
Knowledge, Skills and Experience:
  • Professional telephone skills to ensure positive customer relations
  • Proficient with Microsoft products and general computer skills
  • 3-5 years Customer Service experience preferred
  • Must have experience working in a fast paced, high volume manufacturing environment
  • Automotive industry experience preferred
  • Must be able to communicate customer needs
  • Excellent interpersonal communication skills including clear and effective oral and written communication of detailed information
Licenses or Certifications:
  • N/A
Physical Demands:
  • Ability to work effectively under pressure
  • High degree of mental concentration and virtual stress
  • Must be able to work on many projects at one time
  • Demonstrated ability to handle emergencies and react calmly and professionally while operating under critical time constraints and deadlines
Personal Protective Equipment (PPE):
  • PPE may be required based on specific projects
Work Environment/Hours:
  • Primary work area is located in an office setting
  • Must work normal office hours plus provide support on evenings and weekend (as needed)
Primary Work Location:
  • Wylie, TX
Travel Requirements:
  • 0% travel required

Company management reserves the right to add, delete, or otherwise alter assigned duties at any time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The minimum qualifications listed are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

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