Senior Customer Service Representative

Your Career. Your Impact. Your Future.
At Gentherm, we believe the next big breakthrough begins with you. As a global leader in thermal management and pneumatic comfort technologies, we develop advanced systems that deliver meaningful solutions to enhance health, wellness, comfort, and efficiency in everyday life. Our products and innovations are created for you, by you.

Be part of our team where a human-centric mindset drives everything we do—from the technologies we build to the careers we support. With decades of expertise, we have pioneered advanced solutions that have become a standard expectation for consumers around the world.

The same thoughtful approach we take in developing our technologies guides how we support your career: purposeful, impactful, and tailored to you. Because when you thrive, innovation thrives.

*Senior Customer Service Representative
IMPACT and OPPORTUNITY*
Provide excellence in customer service support to the organization by supervising the Customer Service Reps, ensuring accurate data is received from customers and deliveries are processed efficiently. Manage customer relationship .

Core Functions
*ESSENTIAL FUNCTIONS AND RESPONSIBILITIES*

• Supervise Customer Service Representative to ensure the weekly releases we receive via EDI, Sales Orders or intercompany forecast updates from customers are transmitted successfully into SAP. Validate that Cums are reconciled in a weekly basis and evidence is kept for further clarification with customers.
• Monitor EMFOR\EMORD\JITS daily to assure red lights are worked through and releases are transmitted successfully into SAP avoiding disruptions in procurement of raw materials and customer deliveries.
• Issue outbound deliveries on a timely manner ensuring shipping method, and any special requirements are included.
• Address customer specific requirements \ discrepancies \ claims as needed.
• Maintain SAP parameters to match customer required dates and transit time.

Demand Analysis

• Supervise Customer Service Rep to audit a minimum of 6 months rolling forecast in SAP or sufficient forecast to protect longest component lead time. If a forecast of 6 months is not provided by customer, then the Customer Service is responsible to notify the Supply Chain Planning team as manual demand must be loaded in SAP.
• Assure that Customer service will work with the SCP team to assure SOP/EOP/Engineering changes dates and are monitored for successful launch and balance out.
• Assure Demand fluctuations are analyzed by Customer Service Rep. and a plan to comply is put in place based on raw material availability and capacity, including quotes for overtime, inbound and outbound expedites if at all needed. Delivery plan is provided and agreed upon with the customer.

Customer excellence –
Assure our Customer Service Rep. are the voice of the customer in monthly SIOPs and production meetings. Monitor weekly delivery performance and develop a plan to improve, if necessary, by applying 8D, PDCA, 5Y knowledge.

Excess and Obsolescence
– Keep records of slow moving and obsolescence risks. Inform the organization in advance of the dollar's impact.

Cost management –
Keep records of recoverable cost from customers due to overtime, raw material expedites, or outbound premium freight and report to Finance. Monitor payment status of outstanding obsolescence claims and scrap material once payment has been received. Monitor payment status of invoices for disputed charges from the customers until resolution.

New and end of life products
- Assure Customer service will work with the SCP team to ensure SOP/EOP/Engineering changes dates and are monitored for successful launch and balance out. Customer service is responsible to monitor and keep track of ending cums and break points.

Continuous Improvement-
Assure that Customer Service Rep.Participate in continuous improvement and cost reduction programs. Develop proposals to improve/streamline activities in respective areas. Focus continually improving efficiency in customer orders.

Premium Cost -
Assure Customer Service Rep. Submit Premium Freight Authorization for management approval prior to shipment taking place. Communicate extraordinary events to management and drive necessary corrective actions to avoid recurring or chronic premium cost issues.

Performance –
Assure departmental goals and KPIs are met. Drive continuous improvement with low performing elements.

Inventory –
Assure departmental goals and KPIs are met. Drive continuous improvement with low performing elements. Participate in the physical inventories that are organized in the company

Minimum Qualifications

• Professional Degree plus 5 years' experience in Supply Chain
• Experience in automotive industry
• Experience in planning and customer functions in ERP system.
• SAP experiences desired
• MRP/MPS
• Microsoft Office
• Strong teambuilding

Preferred Qualifications

• SAP /ERP system knowledge
• Basic Knowledge on the Internal IATF 16949, ISO 14001 & ISO 45001
• Lean Manufacturing principles

At Gentherm México, we offer more than a job — we offer a path to make a difference. With plants in Acuña, Celaya, and Monterrey, we're strategically positioned in Mexico's automotive industry and part of a global team shaping the future of mobility.

We value innovative, execution-driven talent and offer a safe, inclusive, and growth-focused workplace where you can develop cutting-edge automotive technologies.

Gentherm is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, age, national origin, genetic information, sexual orientation, gender identity, disability, or protected veteran status