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Sr Customer Service Representative

hace 3 semanas

Ciudad Juarez, México Integer A tiempo completo

By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success.

At Integer, our values are embedded in everything we do.

Customer

We focus on our customers’ success

Innovation

We create better solutions

Collaboration

We create success together

Inclusion

We always interact with others respectfully

Candor

We are open and honest with one another

Integrity

We do the right things and do things right

Position scope:
The Customer Operations Specialist performs customer service activities for internal and external customers. This person will be technically knowledgeable of the site’s products, services and local processes and be able to use that understanding to provide solutions to customer requirements. This position will ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, Technical Solutions, Customer Solutions and Sales to provide solutions that fulfill our customers’ needs with speed, accuracy, and exceptional communication. This position will be responsible for executing the quoting, order, and configuration engineering processes at the facility. This position may interact directly with “factory direct” customers as appropriate. This position provides administrative support to Supply Chain specifically to the MRO buyer to facilitate communication with US suppliers and assist with identifying cost saving opportunities.

Essential duties and responsibilities

Champion the voice of the customer

1) Instill customer advocacy during interactions with peers and facility personnel.

2) Represent LRM and the site’s needs to customers and Sales as appropriate during customer communications and issue resolution

Partner with Customers, Sales and Customer Service organizations to meet customer requirements and grow sales.

1) Develop and foster customer relationships by working directly with Factory Direct customers and partnering with Sales and Customer Service for Strategic and Multi-Site customers.

2) Communicate with customers and other LRM functions (Sales, Customer Service, Technical Solutions) to fully understand customer requirements.

3) Respond to requests with prompt, meaningful answers and input when working with customers and other LRM functions.

4) Ensure that all customer contractual obligations are implemented and maintained as required.

5) In relation to Corporate/Multi-Site Customers:

- Provide information to Sales/CSR team as needed to grow sales and meet customer requirements.
- Provide input for Quarterly Business Reviews and participate as required.
- Provide information and input to the annual and monthly forecasting process, including reconciliation

to the monthly facility forecast.

6) In relation to Factory Direct Customers:

- Work directly with Factory Direct customers to meet customer needs, develop relationships and support sales growth. Communicate with Customer Operations at other facilities as needed to facilitate cross-facility sales opportunities.
- Provide input to forecasting process for Factory Direct Customers

Execute Customer Operations processes accurately and within established timeframes.

1) Order Entry / Confirmation
- Execute contract review and order entry process for Factory Direct Customers.
- Support CSR group with information needs for contract review, order entry and confirmation process.
- Work with Site Planning and Operations to establish and communicate standard product lead times

2) Change Order and expedite requests
- Work with facility personnel (Planning, Operations and Purchasing) to meet customer requests for items such as order expedites and change requests Communicate and monitor plans for expedite requests and recovery plans to Sales, CSR’s, Customers and Operations as required to meet commitments.

3) Quoting
- Execute quotation process for Repeat and Standard Products.
- Support Technical Solutions group for New Product quotations.
- Liaison with TS on New Product quotations and new cost model development and deployment

4) Execute configuring items/BOMs/Routings to support CS and Operations.
- Manage configuration changes as required by customers, Customer Operations or Operations.
- Provide information and input to the quoting process. Perform all Customer Operations processes and procedures as documented in local and Global Customer Operations processes and procedures.

Work together with Customer Operations team to achieve sales and key metric performance goals.- Collaborate with Customer Operations team and facility personnel to deliver on key metrics including Order Acknowledgement Cycle Time and Quote Cycle Time.- Work with the Customer Operations Team members to identify process improvement opportunities to better serve customers.

Supply Chain Support- Facilitate communication with US MRO suppliers.- Identify PPV opportunities assist in planning execut