Senior Customer Service Representative

Senior Customer Service

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:

Primary Duties: Verify 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 specific customer 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 the SOP/EOP/Engineering change dates are met, and these will be monitored for a 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.

Excess and Obsolescence: Maintain records of slow-moving and obsolescence risks. Inform the organization in advance of the dollar impact. Develop a tracking process and provide information with the final cumulative volume to avoid potential obsolescence.

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 secure SOP/EOP/Engineering change dates and will monitor these for a successful launch and balance. Customer Service is responsible for monitoring.

Continuous Improvement: Participate in continuous improvement and cost reduction programs. Develop proposals to improve/streamline activities in the respective areas. Focus on continuous efficiency improvement for customer orders.

Premium Cost: Submit the Premium Freight Authorization for management approval before shipment. Communicate extraordinary events to management and promote the necessary corrective actions to avoid recurring or chronic premium cost issues.

Performance: Ensure that departmental objectives and KPIs are met. Drive continuous improvement with underperforming elements. Training: Attend courses and training required by the ISO 14001, IATF 16949, and ISO 45001 environmental management systems.

Authority: Stop/cancel any procedure that does not meet the requirements established by the organization and/or the aforementioned quality or environmental/safety management systems.

Minimum Qualifications:

Professional degree or technical education plus two years of experience in an equivalent position.

Experience in the automotive industry.

Microsoft Office.

Basic knowledge of IATF 16949, ISO 14001, and ISO 45001 internal procedures.

Preferred Qualifications:

Experience in planning and client functions in an ERP system.

Experience with SAP.

EMFOR monitoring.