Customer Service Specialist

4 weeks ago

Garrett, United States Dekko Full time

Our Dekko (LUX) Customer service team, is looking to add a teammate To be successful in this role, you will need to demonstrate great communication skills and have a "Can-do" attitude. Previous Manufacturing experience preferred.


The Customer Service Specialist is responsible for establishing working relationships with internal and external customers to ensure management of the entire customer order cycle from initial quote through order management & shipment to meet customer expectations.


What You’ll Do:

  • Act as primary contact to support and resolve all customer inquiries and concerns.
  • Enters and manages all activity associated with incoming customer purchase orders via EDI, RMS or manual order entry to ensure contracts are met and all relevant data is accurate & entered into the ERP system in a timely manner.
  • Compiles and validates customer scorecards, KPI’s or other statistical reports as required
  • Manages necessary activity via Web-Portals required by customers
  • Initiates & coordinates various TQC process workflows throughout the organization to ensure activity is completed in a timely manner to meet customer expectations. (i.e. ECN for Finished goods/New Customer set-up/Credits-Debits/New Business projects/Quotes)
  • Serves as liaison between customer, manufacturing, quality, engineering, shipping and finance as required.
  • Coordinates and resolves all logistics issues including resolution on lost or damaged shipments, quoting and scheduling expedited shipments including maintain the logistics database & all shipping instructions in customer note files as it pertains to customer service.
  • Provides technical support for products, services, problem solving or other requests as they relate to OEMs, Dealers and Independent Reps including engaging the appropriate people organizationally or gathering relevant data as required
  • Ensure all customer demand forecasts received are sent to the Forecast Planning Manager.
  • Investigate and resolve all credit memo(s)/invoice issues associated with order entry or pricing errors.
  • Coordinates & supports customer specific programs including DTD, VDR, 24/24 and drop ship programs as required by the customer.
  • Work closely with the Commercial Sales team to convey and communicate customer inquiries not related to order management (i.e. Samples, customer requested reports, special labeling, PPAPs or other requested information, RMA’s, Credits).
  • Assist and support the Commercial Sales team by team providing services and information as requested (IE. Reports, presentations, new customer set-up/New business/quote entry or any other projects as required)


What You’ll Need:

  • Customer Focus mindset to support internal and external customers
  • Positive/Can Do attitude
  • Strong communication skills.
  • Ability to work independently or with a team
  • Self-initiative/assertive
  • Continuous improvement mindset
  • Manufacturing experience preferred


Education:

  • Associate Degree in Business or similar discipline or equivalent 3 years Customer Service experience in a manufacturing environment.
  • Would consider equivalent experience in Production Control or scheduling in lieu of education or Customer Service experience


What We’ll Give You:

A competitive compensation package. Quality Medical benefits, a company funded Pension, 401K plan, health & wellness perks, 100% Tuition reimbursement and so much more


Dekko is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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