Customer Excellence Rep

hace 7 meses

Piedras Negras, México Knorr-Bremse A tiempo completo

**LOCATION**:Acuna / Coahuila (MX-COA), Mexico | **BRAND**: Bendix | **REQUISITION ID**:6671 |** JOB GRADE**: 13

|** ON-SITE/REMOTE**: On-site

**JOB DESCRIPTION**:
**Position Summary**:
Our Customer Excellence team has a razor-sharp focus to further strengthen the linkage between our customers and our business. The team brings together complementary operations across our company to refine our forward-facing customer focus approach and to achieve greater synergies. Customer Excellence is a solid commitment by Bendix to bring to life a holistic methodology aimed at outstanding customer service, flexibility, and responsiveness. With an approach that is people-oriented, performance-driven, and customer-first, the _Customer Service Representative_ role is critical to achieve our goals.

**Essential Functions**:

- Perform Root Cause Analysis and define permanent corrective actions to resolve order fulfillment errors
- Support system/process enhancements to improve customer alignment/management, such as reducing/eliminating manual work and providing better visibility to customer orders and their potential delivery issues
- Maintain the required metrics to measure customer service effectiveness that will lead to customer satisfaction, such as average response time on information needs, on time delivery, shipping errors, past due backlog and other relevant metrics
- Utilize the required tracking tools to provide short and midterm visibility of customer requirements and past due items
- Provide monthly summary for assigned customer scorecards, understand customer measurement scale and scoring for on-time delivery metrics
- Lead assigned customer accounts day-to-day activities to meet / exceed expectations regarding order management and fulfillment. Provide world class customer service, anticipating customer information needs and responding to them with unmatched fast response time.
- Analyze customer service errors using quality tools to identify root causes and to define permanent corrective actions. Support systems / processes improvements that will drive better customer order processing and customer expectations alignment / management
- This position acts as customer liaison between multiple departments as needed providing visibility of current and future needs / issues with assigned customers, escalating customer issues and participating in different teams to resolve them
- Input purchase orders for single customers
- Daily management of EDI for non-nameplate customers
- Identify EDI block orders in system and resolve in a timely manner
- Manage / update customer portals
- Daily interaction with customer claims dept for debits/credits
- Manage customer accounts for all Bendix US plants (Acuna, BG, Huntington)
- The employee has the authority to stop the production line, when he/she notices that the product has a quality problem or defect
- Support PSA Activities and procedures with team members
- Perform all those activities that by the nature of the position are required.

When applicable

STO Focus
- Lead assigned customer accounts/sister plants day-to-day activities to meet / exceed expectations regarding order management and fulfillment. Provide world class customer service, anticipating customer information needs and responding to them with unmatched fast response time.
- The employee has the authority to stop the production line, when he/she notices that the product has a quality problem or defect.
- Input purchase orders/STO’s for single customers/sister plants
- Daily interaction with customer claims dept for debits/credits & sister plants

**Management & Supervisory Responsibilities**:

- Reports to Customer Service Supervisor & Customer Excellence Manager
- Job **is** **NOT directly** responsible for managing other employees. Co-ops or students may report to this position.

**Knowledge**:
Knowledge of principles and practices of personnel administration, effective oral and written communication skills, excellent interpersonal skills

**Experience**:

- Minimum of 5-7 years of Account Management experience preferred
- 7-10 years of previous ERP experience, SAP preferred
- Automotive or related industry preferred
- Customer Scorecards - Delivery Performance Metrics required

**Skills**:
Excellent analytical and organizational skills

Excellent interpersonal, written, and oral communication skills

Strong ability to work under pressure with strong emotional intelligence skills to properly manage conflict

Team player with the ability to work independently with limited guidance

100 % Bilingual (English/Spanish)

**Education/Certifications**:
Bachelor’s degree required

Six Sigma Greenbelt certification preferred

**What does Bendix have to offer you?**
- Work-life balance that includes Paid Vacation & Holiday Paid Time Off
- Vacation Premium
- Major medical expenses
- Christmas Bonus
- Life insurance
- Educational assistance program
- Wellness program
- Saving Fund
- Pantry Vouchers
- Personal D

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