Responsibilities include providing superior customer account service by coordinating the order-management process from placement of orders through shipment by performing the following duties:
* Processing customer orders & requests.
* Order processing done through high technical environment of EDI.
* High volume telephone communication (150-200/day).
* Determining pricing and delivery information.
* Handling and resolving customer complaints which includes taking responsibility for solving customer problems by either providing the information directly or getting the customer to the correct person who can.
* Frequent customer contact with production plants and distribution centers to coordinate scheduling and order fulfillment.
* Coordinating critical production requirements from OE customers through various Haldex production facilities.
* Coordinate OE customer logistics with Haldex production facilities to ensure correct and timely delivery to customers? production lines.
* Process returns, issue timely credit/debit transactions.
* Coordinate all pricing activities pertaining to assigned account.
* Price schedules, quotes, verifying current pricing, researching and resolving price discrepancies, and all other related pricing activities
* Provide delivery information regarding availability, scheduling, managing back orders, tracking shipments.
* Address directly or facilitate customer to other technical resource assistance.
* Provide cross reference part number information for basic products.
* Maintain appropriate customer files/documentation.
* Function as a team member with other Customer Service personnel to assure smooth operation of the department and promote continuous improvement.
* Facilitate customers through the organization - ?One Face to the Customer?
* Provide all needed response and communication directly to the customer either via own knowledge base or obtained from other pertinent support areas.
* Other duties may be assigned.
Requirements are:
Associate's degree (A. A.) or equivalent from two-year College or technical school; or 2-3 years related experience and/or training; or equivalent combination of education and experience.
Strong proficiency in the use of computer systems, ERP (Axapta) and Microsoft Office Suite (emphasis on Excel at an intermediate skill level).
Ability to interact effectively with employees
Ability to read and interpret documents such as product catalogs, promotions, procedure manuals, purchase orders and other customer documents.
Ability to write routine reports and correspondence. Effective listening skills partnered with ability to speak effectively with customers.
Able to articulate well over the phone and demonstrate good business writing skills via email.
Fluent in Spanish a plus.