Customer Service Representative
Auburn Hills , Michigan
February 08, 2017
Supports the various automotive business units. Coordinate requirements for order administration. Respond in a timely manner to all customer inquiries, concerns and requests that are technical in nature. Through use of established processes, procedures and open communication with Manufacturing ensure timely and accurate order processing and problem resolution.

Essential Responsibilities

• Receive and respond to customer phone and email inquiries in a professional and courteous manner; build and maintain customer relationships
• Provide information concerning pricing, lead times, order status, availability of stock and shipping/ forwarding within 24 hours
• Complete bids and quote service parts; confirm that sales issued seat quotes match to customer PO requests wintin 24 hours
• Adjust order ship dates based on customer expedite requests, changes of POs, production schedules and spreadsheets
• Input and manage customer orders to ensure shipment in accordance to lead time and customer requirements.
• Track order aging and expedite as necessary to support a minimum of 95% on time shipping performance
• Coordinate with manufacturing to ensure timely and accurate order processing and problem resolution to meet customer requirements
• Distribute and implement customer requests; send order confirmation acknowledgements
• Coordinate and support initial Accounts Receivable activities, place telephone calls, provide documentation, identifying debits, etc.
• Provide technical support for calls and e-mails including part and seat identification assistance, pricing, lead times, order status, availability of stock and shipping information
• Add new part numbers to the BOM matrix and monitor progress to completion
• Take ownership of all orders and work with other departments to get orders shipped per customer's due date
• Troubleshoot and resolve problems with on time delivery, shipment errors, pricing discrepancies, etc.)
• Review, confirm and/or modify customer purchase orders utilizing online vendor portals
• Issue RMA's for customer returns: return to stock. repairs, exchanges and warranty
• Work with Quality Service Tech to resolve any return issues or acquire quotes for repairs and resolve quality related customer issues for both Commercial and Aftermarket SBUs
• Process warranty return credits
• Recommend, support, and implement continuous process improvements
• Engage in continuous learning and professional development to maintain current knowledge within the field to meet required compliance and regulatory job requirements
• Adhere to all Health, Safety and Environmental standards and procedures. Participate in investigations and 8D process as needed
• Report occupational injuries, illnesses and accidents. Report hazardous, unsafe and unhealthy conditions
• Understands, supports, and contributes to RECARO Total Quality Management, Quality (ISO/TS 16949), and Environmental Management (ISO14000) Systems by following approved policies and procedures
• Other duties as assigned

Additional Responsibilities:

• Trouble shoot and resolve order confirmation issues

The company reserves the right to redefine the position.

Education and Experience / Job Skills and Requirements

• Associate Degree (or equivalent)

• Ability to work in a face paced, high pressure environment
• Experience with HIGH volume of emails
• Recent and proven SAP Sales Distribution Module experience (order entry, RMA's)
• Minimum of three (3) years customer service background in automotive manufacturing environment or with an automotive aftermarket product
• Knowledge and experience with shipping processes and procedures
• Must be able to learn technical information and provide technical support
• Must have strong multi-tasking ability and be able to work under pressure to meet deadlines
• Must demonstrate strong verbal and written skills as well as the ability to interact effectively with all levels of employees, customers, and management
• Strong ability to manage time effectively along with strong organizational and presentation skills
• Proficient knowledge of MS Office, including Word, Excel, PowerPoint and Outlook or equivalent
• Familiar with ISO/TS16949 quality & ISO 14000 requirements and procedures
• Travel less than 5% to support customer meetings and trade shows as requested

A little about us:
We partner with people to improve skills, teams and lives every day, and we help them achieve more than they ever thought possible.

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