Customer Service Representative

Customer Service Representative

Stabilus is a global leader in the production of gas springs and dampers on five continents. This position will be located at ACE Controls, Inc., a Stabilus company. ACE is the internationally recognized expert in the field of industrial damping technology. The company's portfolio includes products for automation control, motion control and vibration control. We are searching for a Customer Service Representative (CSR) to receive, and process Sales Orders, provide information to designated customers, both internal and external, to support the growth and expansion of company sales and to provide top-notch customer service daily.  This position will be located at our Farmington Hills, Michigan location.  Please check us out at  

Job Summary:

The CSR is responsible for daily interaction with ACE customers. The CSR must serve as liaison between ACE and the customer, representing the company goals and initiatives and providing the best support possible to all customers. 

The CSR supports customers through phone calls, emails, online chats and / or conference calls. It is the responsibility of the CSR to ensure that all daily tasks are completed including quotes, sales order entry and any open items from customers via email or otherwise. Metrics and KPIs are tracked to ensure that the CSR team is meeting the expectations for the business and providing industry-leading customer service to all customers, internal and external.

Essential Job Functions:

• Support the Customer Service functions and act as the go-to representative for all customer related topics.
• Quick learning ability to grasp technical knowledge of ACE Shock portfolio including customers and applications.
• Excellent and timely communication relating to customer (internal and external) inquiries and requests.
• Enter sales orders into the ERP system (QAD) and perform routine sales order maintenance as required.
• Maintain Customer Master per assigned accounts.
• Timely collaboration with Area Sales Managers (ASM) and Application Engineers (AE) for problem resolution/priorities and project management.
• New customer program awareness/execution of customer procedures.
• Manage customer requirements regarding pricing, delivery, and issue resolution.
• Maintain a high level of order accuracy and confirmation.
• Price verification as required including RFQ coordination and sales quotes.
• Keep quotes organized and updated in CRM (SAP C4C).
• Coordinates shipments/expedite(s) as required.
• Monitor customer demand and collaborate with Production Planning/Purchasing to insure on-time delivery.
• Resolve/collaborate on customer credit/debit requests.
• RMA requests coordination for warranty, standard repairs and returns.
• Maintain delivery performance report(s), as applicable.
• Resolves customer credit and debit issues working directly with Finance.
• Maintain export control compliance working with Finance and Shipping to ensure countries shipped to are in accordance with EAR regulations. 
• Responsible for continuous improvement within job function.

Education, Training, Certifications and Experience:

• Minimum of three to five years applicable customer service experience in a manufacturing environment required. Knowledge of working with distributors is a plus.
• High School Diploma or approved GED; Minimum of a 2-year degree preferred.
• Proven history of team building, leadership and process improvements.
• Knowledge of QAD or SAP preferred; knowledge of SAP C4C CRM is a plus.

Job Knowledge and Skills:

• Excellent communication (verbal and written) and organization skills required.
• Strong time management and multitasking ability.
• Strong problem-solving skills required.
• Strong attention to detail.
• Must be able to work with minimum supervision and effectively prioritize tasks relative to importance.
• Must be capable of working under stressful time constraints.
• Must observe existing organizational procedures and work instructions.
• Abide by all company rules relative to safety, confidentiality, and organizational directives.
• Software skills required: strong knowledge of Microsoft 365 (Teams, Outlook, Excel and Word), QAD and/or SAP experience is a plus.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.