OEM Customer Service Representative

hace 2 días

Ciudad Apodaca, Nuevo León, México HALDEX PRODUCTS DE MEXICO SA DE CV A tiempo completo

Qualifications Required:

  • Minimum 3 years of experience in OEM customer service positions (manufacturing environment)
  • International Business Administration degree or equivalent
  • Strong proficiency in Microsoft Office (Emphasis on Excell at an intermediate level)
  • Advanced knowledge in the use of ERP (SAP S4/HANA preferably)
  • Bilingual (Strong ability to write, translate, listen and speak in English).
  • Negotiation skills.
  • Formal and professional in dealing with internal customers.
  • Strong communication skills.
  • Ability to understand customer documents, product catalogs, promotions, manuals, instructions, requirements, etc.

Summary of Job Duties:

Responsibilities for this role include providing superior customer service in both English and Spanish to National and International accounts in all OEM markets. Coordinating the order-management process from placement of orders through shipment by performing the following duties:

  • Processing customer orders and requests through a highly technical environment of EDI as well as manual order entry.
  • Coordinating customer requirements and logistics with the production facilities to ensure correct and timely delivery.
  • Frequent contact with production plants and distribution centers to coordinate scheduling and order fulfillment.
  • Handling and resolving customer complaints which includes taking responsibility for solving customer problems by either providing the information directly or getting the customer to the correct person who can.
  • Provide delivery information regarding availability, scheduling, 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.
  • Facilitate customers through the organization - "One Face to the Customer."
  • Provide all needed response and communication directly to the customer either via own knowledge base or obtained from other pertinent support areas.
  • Maintain appropriate customer files/documentation.
  • High volume email and telephone communications.
  • Process, maintain and adhere to all relevant IATF 16949/ISO 9001 Quality Documents including procedures, work instructions, customer specific requirements and routing instructions in DMS.
  • Process returns, issue timely credit/debit transactions.
  • 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.

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