Customer Experience Coordinator

4 weeks ago


Colmar PA USA, United States Dorman Products Full time
Job Summary

The Customer Experience Coordinator will provide support to the Senior Analyst and Manager Customer Experience roles in the day-to-day execution of requirements. This role is critical in building and maintaining relationships with customers, including monitoring service levels and providing ad hoc support as needed.

Key Responsibilities
  • Work cross-functionally with internal and external customers at all levels of the organization
  • Communicate with customers and sales on a routine basis and respond to customer/sales issues/inquiries in a timely manner
  • Monitor orders for any extreme spikes and/or other concerns and escalate as appropriate
  • Deliver monthly reports to best connect with and understand assigned customer service/performance
  • Assist in managing and monitoring customer Key Performance Indicators (KPIs), including executing service improvement plans for KPIs below target
  • Implement activities needed to achieve sales plan through program execution with collaboration of sales, supply chain, and the customer
  • Audit and load customer contract pricing in SAP
  • Execute the NPA process with customers
  • Execute customer programs from PO to Delivery
  • Review customer deductions & fines/fees for validity and provide back-up/data to finance as needed
Requirements
  • Intermediate level Microsoft Office experience required (Word, Excel, and PowerPoint)
  • Ability to work flexible hours and overtime as required (limited)
  • Ability to travel 10% of the time (travel to customers' offices)
  • Effectively work in a team environment supporting others through coverage, problem-solving, and day-to-day interaction
  • Knowledge of EDI of SAP preferred
Working Conditions

While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one building to another, and speak and actively listen.

Noise level is usually moderate.



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