Customer Service Representative

Job Description

This role is responsible for providing superior customer service. Coordinating the order-management process from order placement through shipment; receive and process orders and/or inquiries from customers and serve as a liaison between SAF-HOLLAND/Haldex, its customers, and the field Sales force by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

In each of the duties listed below the employee is expected to perform to the highest standards of quality, to strive for maximum customer satisfaction, and to continually look

for ways to improve the methods, practices and procedures of this position:

• Review orders received via phone, EDI, or from internal personnel to determine if the order can be accepted as received.
• Input all orders into the business system (Axapta), noting any problems with pricing, stock availability, scheduling, inaccurate part numbers, etc.
• Contact the customer or necessary internal personnel to resolve any problem.
• Confirm order pricing, lead-times, stock availability, etc. at the time the order is placed.
• Issue return authorizations for new material returns.
• Process annual returns and issue timely credit/debit transactions.
• Frequent contact with production plant, planning team or distribution center to coordinate scheduling and order fulfillment. managing back orders and tracking shipments.
• Provide cross reference part number information for basic products and when further assistance is required, coordinate communication between the customer and other technical resources.
• High volume email and telephone communications responding in a timely, professional manner
• Problem-solving all customer complaints providing resolution directly or getting the necessary resources involved to see through completion.
• Research and resolve shipping discrepancies and proactively takes steps necessary to prevent errors from reoccurring.
• Maintenance of customer data within the system as assigned
• Function as a team member with other Customer Service personnel to assure smooth operation of the department and promote continuous improvement.
• Support achievement of departmental, facility and corporate KPIs.
• Establish and maintain relationships with inter-company departments
• Miscellaneous (Non-Supervisory)
• Acts as a good steward of the Company's resources and exemplifies the values of the Company.
• Ensures personal compliance with all Company policies, procedures, values, ethics, and rules.
• Maintains and promotes a safe work environment through ownership of Company safety program. This includes following all safety rules/regulations and proper operating procedures., and immediately report all accidents/incidents to supervisor.
• Supports the Company's equal employment opportunity and affirmative action policy and actions, immediately reporting violations to supervisor and/or the Human Resources Representative.
• Ensures that work area is free from any form of harassment (sexual, racial, religious, etc.), immediately reporting violations to supervisor and/or the Human Resources Representative.
• Supports Company's quality and environmental policies and programs and meets quality requirements specified for position.
• Actively participate in and successfully complete appropriate training. As appropriate, submits documentation of specific training to support successful completion
• Meets with supervisor at least once per year to review job performance using this job description as a basis for appraisal.
• Maintains complete security and confidentiality of all Company records and employee data.
• Maintains a clean, orderly and professional work environment.
• Performs other miscellaneous duties as may be assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED) as a minimum (Associate's degree or equivalent in Business from two-year college or technical school preferred), a minimum of one year related experience and/or training in customer service or sales, or equivalent combination of education and experience.

Strong proficiency in the use of computer systems, ERP (Axapta) and Microsoft Office applications (emphasis on Excel at an intermediate skill level).

OTHER SKILLS AND ABILITIES

Maintain professional demeanor when dealing with upset customers. Handle multiple tasks. Willingness to become familiar with and remain up to date on all products, product line revisions, service bulletins, and obsolescence of products.

LANGUAGE SKILLS

Strong communication including the ability to read and comprehend simple instructions, memos, purchase orders and other customer documents. Create routine reports. Present information and respond in one-on-one and small group situations. Effective listening and communication skills. Fluent in Spanish a plus.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts and percentages

REASONING ABILITY

Strong decision-making skills including the ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.

WORK ENVIRONMENT

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects; reach with hands and arms; and talk or hear. The

employee is occasionally required to stand and walk. The noise level in the work environment is moderate to quiet.

SAF-HOLLAND is a leading international manufacturer of chassis-related assemblies and components for trailers, trucks and buses. SAF-HOLLAND employs around 6,000 dedicated employees on six continents. The product range includes axle and suspension systems for trailers as well as fifth wheels and coupling systems for trucks, trailers and semi-trailers along with brake and EBS systems. In addition, SAF-HOLLAND develops innovative products to increase the efficiency, safety and environmental friendliness of commercial vehicles. At SAF-HOLLAND we are committed to providing an inclusive culture of mutual respect, where equality is a given, diversity is a value, and our differences are embraced. For more information about our culture and values please visit the SAF-HOLLAND Group website.

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