Customer Service Operations Specialist

3 weeks ago

Westerville, Ohio, United States RIEKE CORP Full time

Job Summary: We are seeking a highly skilled Customer Service Operations Specialist to join our team at RIEKE CORP. This role is responsible for managing business relationships with customers, ensuring their needs are addressed, and implementing business improvements.

Main Duties & Responsibilities:

  • Develop and maintain strong relationships with customers to understand their needs and expectations.
  • Communicate customer-specific initiatives within the company and recommend business improvements.
  • Manage all order management, quotations, supply chain, and customer service processes and performance.
  • Ensure on-time delivery to customers for all orders and manage each order to ensure it finishes on the required date confirmed by the customer.
  • Implement and champion processes to support the company's Operational Excellence framework for performance excellence.
  • Train and ensure team members adhere to processes and policies on a daily basis.
  • Create item quotations and freight quotations to send to customers.
  • Manage and grow in-house accounts and sales, supporting the outside sales team.
  • Lead negotiations with suppliers on cost, price increases, and lead time.
  • Send order confirmations within 24 to 48 hours after the customer places a PO.
  • Manage and update customer open order reports and inventory lists.
  • Bag, label, and send preproduction samples and approval forms.
  • Send artwork proofs, die lines, material specs, MSDS, and technical drawings to customers for outsourced products and Trimas Packaging/Rieke manufactured products.
  • Lead the customer approval process for color match ranges.
  • Create and send pro forma invoices to customers.
  • Ensure customers have no past due receivables and collect past due accounts if necessary.
  • Manage inventory spreadsheets and online forecasts.
  • Browse customer websites to understand their products and offer our products.
  • Create item specifications and custom part numbers for customer orders.
  • Review inspection reports before orders ship out of China, raise concerns with Quality as appropriate, and drive to resolution.
  • Advise the China purchasing team regarding acceptance of costs, delays, and specification changes.
  • Host meetings between QC, suppliers, engineers, and customers for new projects and issues.
  • Data input, updating part numbers and bills of material in the system, uploading all documents, and inputting all necessary dates.
  • Work with assigned team members to assist in coverage when the other person is absent.
  • Create and update customer profiles and contact lists.
  • Source projects, create mold POs, finalize mold contracts, and tooling fees with vendors.
  • Ensure daily, weekly, and monthly performance reporting against key metrics.

Qualifications:

  • Bachelor's Degree in Engineering, Manufacturing, or Business.
  • Lean or Six Sigma qualification preferred.
  • Minimum of 5 years in supply chain and customer service positions.
  • Strong negotiation skills.
  • Experience with developing and implementing successful solutions for complex manufacturing and supply chain problems.
  • Project Management.
  • Excellent English verbal and written communication skills.
  • Financial Analysis.
  • Product/process costing.
  • Forecasting- financial and operational.
  • World-class quality systems.
  • Experience with Asian-based suppliers.

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