Customer Service Analyst

hace 1 día

Chihuahua, México Dana Incorporated A tiempo completo

**Reports To**:Manager Materials and Logistics directly and dotted to MM at the plant.

Primarily responsible for providing effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of MRP system, customer requirements, and business unit standards. Will collaborate closely with the multiple Plant support (production, materials, & shipping), Sales support (sales analyst & account managers), as well as other business unit functions (accounting and purchasing).

**Puesto de trabajo**:
**Obligaciones y responsabilidades laborales**:
**Duties and Responsibilities**
- Position must be professional at all times with customers.
- Proactively identifies roadblocks that may arise with customer demand and/or order fulfillment and plays an active role in resolution.
- Maintains skills and knowledge on customer and/or company order entry methods.
- Learns all product lines to the degree required to competently interact with both customers and other department functional roles.
- Establishes and maintains professional business relationships with Sales team and managers, accounting, shipping, and manufacturing to assure customer satisfaction.
- Participates in training as required to keep current on new parts, customer requirements, standards, etc.
- Provide reports and data information using MRP or Microsoft Office Software
- Generates correspondence for additional customer information to resolve customer disputes.
- Maintain detailed files for documentation and audits.
- Participates in training as required to keep current or new parts, customer requirements, standards, etc.
- Expert in Customer Portal at each plant:
Example:
- Ford - Covisint/eddl/Ascent/Viatpro
- GM - Supply Power /Clips
- Stellantis - Champs
- Conduct daily reviews of customer scorecards to ensure performance targets are met.
- Respond promptly to customer tickets, including shortage promises, disputes, ASN timeliness, and other issues. Collaborate with the plant to resolve any roadblocks impacting customer ratings.
- Ensure all Customer Service personnel at the plant are trained and have access to the necessary customer portals, with the ability to use them effectively.
- Develop and present recovery plans during customer escalations.
- Maintain detailed tracking of Days on Hand (DOH) for each customer
- Run reports to analyze demand and inventory fluctuations against AOP targets and align actions to proactively prevent issues.
- Design and implement a strategy to manage phase-in/phase-out and MFO (Material Floqw Optimization) movements from the MPL side, minimizing the risk of stockouts or Finished Good obsolescence.
- Monitor daily EMFOR activity and ensure all IDOCs are processed inc oordination with Purchasing and Customer contacts.
- Maintain an active catalog of EOP (End of Production) dates for each Finish Good.
- Review Get Paid issues.
- Other duties as assigned or needed.

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