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Customer Service Representative
hace 1 mes
Job Summary
The Customer Service Representative at Sensata Technologies is responsible for interacting with customers to provide information, support, and problem resolution to inquiries and order status. This role serves as the customer's main point of contact for delivery and order status, maintaining proactive communication and acting on customer inquiries in an efficient and timely manner.
Key Responsibilities
- Serves as the primary point of contact for customers related to delivery and order status for assigned customer portfolio.
- Provides guidance to customers about quantities on stock, required time to produce and deliver, and reviews customer requests related to production lead–time, assess transportation mode, and service to be used based on customer coverage.
- Reviews daily customer demand and validates deviations, also subject to specific customer needs.
- Ensures proactive internal notification of customer delivery risk following the Customer Impact Alert process and sends a proactive external notification to customers on supply risk minimum 1 week prior to the customer order schedule date.
- Collaborates on the planning of internal meetings to provide critical customer account feedback as it relates to minimum customer production requirements and updates supply coverage overview based on production plan and customer needs.
- Reviews regularly and assists in the timely resolution of customer concerns/claims/care on the portals related to the delivery process.
- Executes manual order entry process within the required timeline and accuracy.
- Communicates with customers in the event of inventory opportunities of supplying orders at an earlier time.
- Identifies pull-in opportunities based on specific customer logistics/flexibility agreements.
- Communicates customers' first/last shipments from phase in/phase out material.
- Organizes timely reviews and investigations of root cause for customer short-payments.
- Approves/rejects chargebacks and submits respective debit/credit memos, when applicable.
- Collaborates with planning and/or logistics teams to ensure execution of shipments, per customer needs/requests, and follows up with customer needed information.
- Collaborates with customers to determine shipping method.
Requirements
- A university degree required (i.e., Bachelors degree) or equivalent relevant work experience.
- Must be a team player able to work in a fast-paced environment with demonstrated ability to handle multiple competing tasks and demands.
- Strong communication skills; oral, written, and presentation.
- Strong organization, planning, and time management skills to achieve results.
- Strong personal and professional ethical values and integrity.
- Holds self-accountable to achieving goals and standards.
- Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel).
- Strong interpersonal & collaboration skills to work effectively with all levels of the organization, including suppliers, and/or external customers.
