Customer Excellence Rep

hace 1 mes

Piedras Negras, México Knorr-Bremse A tiempo completo

**LOCATION**:Acuna / Coahuila (MX-COA), Mexico |
**BRAND**: Bendix |
**REQUISITION ID**:2659 |
** JOB GRADE**: 13

**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
- Support PSA Activities and procedures with team members
- Perform all those activities that by the nature of the position are required.

**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)

**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 Days Paid
- Permits paid for: Marriage or Death of a direct relative
- Attendance Bonuses
- Cafeteria Subsidy
- Subsidy for prescription glasses
- Medical service in plant
- Recognition Programs
- Gym

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