Customer Service Specialist - Fort Wayne, United States - Dekko

Description

• The Customer Service Specialist is responsible for establishing working relationships with internal and external customers to ensure management of the entire customer order cycle from initial quote through order management & shipment to meet customer expectations. _
• The required tasks include responding to all customer inquiries and reporting requirements, completing daily order management (open order status/expedites/deexpedites), addressing shipping & logistics concerns, coordinating quoting & pricing, supporting technical ECN activity (interpreting prints and specifications), ensuring ERP system compliance, addressing customer concerns & problem solving, participating on customer related project teams, managing Customer based websites, and working with various functional departments internally to ensure all customer expectations are met while helping to meet Dekko business objectives._

• Act as primary contact to support and resolve all customer inquiries and concerns.
• Enter and manage all activity associated with incoming customer purchase orders via EDI, RMS or manual order entry to ensure contracts are met and all relevant data is accurate & entered into the ERP system in a timely manner.
• Coordinate with the operations team to determine accurate ship dates including the handling of expedites, deexpedites, cancelations and open order status reports to keep the customer informed on the status of their orders.
• Facilitate daily/week/monthly meetings required by the customer to provide order status updates or updates on various customer related projects.
• Maintain all required ERP system parameters, files and entry activity associated with order management. (i.e. Xref, price files, Order entry files/Address Master/Customer Notes)
• Compile and validate customer scorecards, KPI's or other statistical reports as required
• Manages necessary activity via Web-Portals required by customers
• Initiate & coordinate various TQC process workflows throughout the organization to ensure activity is completed in a timely manner to meet customer expectations. (i.e. ECN for Finished goods/New Customer setup/Credits-Debits/New Business projects/Quotes)
• Coordinate and resolve all logistics issues including resolution on lost or damaged shipments, quoting and scheduling expedited shipments including maintain the logistics database & all shipping instructions in customer note files as it pertains to customer service.
• Provide technical support for products, services, problem solving or other requests as they relate to OEMs, Dealers and Independent Reps including engaging the appropriate people organizationally or gathering relevant data as required
• Enter & maintain relevant information in the Dekko CRM system
• Perform backup activities for other markets & customer accounts as required.
• Ensure all customer demand forecasts received are sent to the Forecast Planning Manager.
• Investigate and resolve all credit memo(s)/invoice issues associated with order entry or pricing errors.
• Coordinate & support customer specific programs including DTD, VDR, 24/24 and drop ship programs as required by the customer.
• Work closely with the Commercial Sales team to convey and communicate customer inquiries not related to order management (i.e. Samples, customer requested reports, special labeling, PPAPs or other requested information, RMA's, Credits).
• Assist and support the Commercial Sales team by team providing services and information as requested (IE. Reports, presentations, new customer setup/New business/quote entry or any other projects as required)

• Customer Focused mindset to support internal and external customers
• Positive/Can Do attitude
• Ability to work independently or with a team as required
• Selfinitiative/assertive
• Critical thinking/Problem solving skills.
• Technical ability to read prints and specifications
• Analytical
• Ability to prioritize and handle multiple tasks.
• Continuous improvement mindset (onthejob and with self).
• Experience coordinating and working as a liaison between functional areas.
• Ability to perform data entry in a timely and accurate manner
• Manufacturing experience preferred

• Preferred Associate Degree in Business or similar discipline or equivalent 3 years Customer Service experience in a manufacturing environment.
• Would consider equivalent experience in Production Control or scheduling in lieu of education or Customer Service experience.
• Dekko is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees._