Customer Service Specialist Ii - Milwaukee, United States - HellermannTyton

HellermannTyton

Verified Company

Milwaukee, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Job Summary:

Essential Functions:

Maintain assigned accounts.
Order Entry into JD Edwards ERP as needed.
Service customers seeking assistance with postorder issues such as returns, replacements, refunds, delivery status and backorder inquiries, problem resolution, and any other issues that may arise from the order fulfillment process.
Answer calls and provide assistance on questions regarding orders, pending orders, pricing, backorder status, and product availability, scheduling and any other issues that may arise from the order fulfillment process.
Handle requests for expedites, exceptions, substitutions, allocations orders, and/or special problems.
Coordinate daily communications with Sales and Project Management as needed.
Evaluate, monitor, and escalate any potential production outages that may impact customers to Management with recommendations.
Perform and document contract review on customer orders (including Blankets and Spot Buys).
Monitor backorder reports, work with expediting for updates and notify customers.
Maintain accurate data including: order information, part number cross reference table, new product codes, etc.

Other Functions:

Monitor customer's report cards/ratings to assist in maintaining IATF16949/ISO14001/AS9100 certifications if assigned
Work with Sales on shipping prototypes and setting up new product codes.
Coordinate with Quality on issues (including PPAP) as needed.

Success in this role includes:

Manage incoming customer requests (e.g., orders, inputting order entry or approving orders in the HellermannTyton customer database, problem resolution).
Answer calls and provide assistance on questions regarding pending orders, backorder status, and product availability, scheduling and problem resolution.
Manage requests for expedites, exceptions, substitutions, allocations orders, and/or special problems.
Evaluate, monitor, and escalate any potential production outages that may impact our customers to Management with recommendations.
Maintain accurate data including: order information, part number cross reference table, new product codes, etc.)

Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure appropriate flow of information.
Ability to identify and define problems, collect, and analyzes data, establish facts, and draw valid conclusions.
Display courtesy, tact and respect when dealing with others.
Meet customer satisfaction, efficiency metrics and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate.
Recognize, document and alert supervisors of trends in customer calls.
Service customers seeking assistance with postorder issues such as returns, replacements, refunds, delivery status and backorder inquiries, problem resolution, and any other issues that may arise from the order fulfillment process.

Qualifications (skills, knowledge, experience):

BA or Associate Degree preferred, or 3 years of related experience in Customer service.
High School Diploma Required
Manufacturing or Automotive OEM experience preferred. JDE knowledge a plus.
Excellent data entry skills while maintaining a strong attention to detail.
Highly proficient in Microsoft Office suite products.
Ability to work in a fastpaced and dynamic environment.
High sense of urgency for customer satisfaction.
Excellent time management skills with the ability to meet strict deadlines.
Establishes and maintains effective working relationships; demonstrates a commitment to teamwork.
Uphold high customer service standards.

HellermannTyton Corporation is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.