Sr. Customer Service Representative

SR. CUSTOMER SERVICE REPRESENTATIVE IMPACT AND OPPORTUNITY Provide customer service support to the organization by ensuring accurate customer data is received and deliveries are processed efficiently. Manage customer relationships. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES • Ensure that weekly communications for assigned customers are successfully transmitted to SAP, whether received via EDI, sales orders, or intercompany forecast updates. Accruals are reconciled weekly, and evidence is retained for further clarification with customers. Monitor EMFOR/EMORD/JITS daily to ensure red flags are cleared and communications are successfully transmitted to SAP, avoiding disruptions in raw material procurement and customer deliveries. • Issue outbound deliveries in a timely manner, ensuring the shipping method and all special requirements are included. Address customer-specific requirements, discrepancies, and complaints as needed. Maintain SAP parameters to align with customer-required dates and transit times. • Demand Analysis: Maintain a minimum 6-month rolling forecast in SAP or a forecast sufficient to protect the component's longest lead time. If the client does not provide a 6-month forecast, then Customer Service is responsible for notifying the Supply Chain Planning team, as manual demand must be uploaded to SAP. • Customer Service will work with the SCP team to ensure SOP/EOP/Engineering change dates are met and monitored for successful rollout and balancing. Demand fluctuations are analyzed, and a fulfillment plan is implemented based on raw material availability and capacity, including quotes for overtime, rush in and rush out, if necessary. The delivery plan is provided and agreed upon with the client. • Customer Excellence: Be the voice of the customer in monthly SIOP and production meetings. Monitor weekly delivery performance and develop a plan for improvement if necessary, applying 8D, PDCA, and 5Y knowledge. • Excess and Obsolescence: Maintain records of slow-moving and obsolescence risks. Inform the organization in advance of the dollar impact. • Cost Management: Maintain records of recoverable costs from customers due to overtime, raw material expediting, or outbound premium freight and report to Finance. Monitor the payment status of outstanding obsolescence claims and scrap material once payment has been received. Monitor the payment status of invoices for disputed customer charges until resolution. • New and End-of-Life Products: Customer Service will work with the SCP team to ensure SOP/EOP/Engineering change dates are met and will be monitored for a successful launch and breakeven. Customer Service is responsible for monitoring and tracking final cumulative milestones and breakpoints. • Responsible for understanding and meeting specific customer requirements with a Zero Defects goal in mind. • Process Focus: Manages with a process approach to achieve objectives. It involves understanding, defining, and managing processes with a focus on PDCA and Prevention. • Risk Planning and Analysis: Uses risk-based thinking with your team and functions. It involves risk identification, cause and consequence analysis, risk level assessment, and treatment, documenting the above as evidence of control. (Applicable to IATF 16949, ISO 14001, and ISO 45001) • Lifecycle perspective: Ensure environmental aspects are identified throughout your area, considering process inputs and outputs. • Participate in and comply with the requirements of the IATF 16949 quality management system and the ISO 14001/ISO 45001 environmental management system relevant to your position. Prepare evidence of compliance and support audits. • Authority: Stop or terminate any process that does not meet the requirements established by the organization and/or the aforementioned quality or environmental-safety management systems. MINIMUM QUALIFICATIONS • University degree or technical degree plus 5 years of experience in the role. • Experience in the automotive industry. • Experience in planning and customer functions in ERP systems. • MRP/MPS • Organizational and planning skills. • Initiative • Teamwork. • English level intermediate PREFERRED QUALIFICATIONS • SAP system. • IATF 16949, ISO 14001, and ISO 45001 standards. • Basic knowledge of Lean Manufacturing. NICE TO KNOW Availability to travel when necessary

Creado: Jue, 01 de Ene de 1970