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Customer Service Representative

Company: White Drive Motors & Steering LLC
Location: Hopkinsville
Posted on: January 15, 2022

Job Description:

Job Responsibilities:
Responsibilities of this position include, but are not limited to, the following:
Serves as the primary order contact for the customer
Manage customer expectations and pass along negative information to the customer if applicable; escalates issues when appropriate
Acts as an advisor to the customer and offers suggestions and support based on customer needs; helps solve problems and answers order questions
Order Management:
Management of customer orders, ensuring orders processed are accurate, timely and complete
Timely correspondence with customers via email and phone regarding product availability, delivery status, and order confirmation to support customer satisfaction
Clarification on orders eg order size, delivery date, special request for documentation and packing. Involvement with EDI setup. Monitoring of orderbook and change to orderbook
Follow up on delivery on time: Follow up on deliveries, prioritization, commutation with CSR. Change of transportation mode. Coordination with warehouse and forwarder
Special customer request: Handling of special request like use of customers shipping system, follow up on delivery service KPI, follow up meetings with customers regarding performance. Creating solutions for special setup according to customers request eg WEB based shipping notification or special request for Leadtime or documentation Inventory and transportation Management: Understand impact on inventory KPI and transportation cost by overseas production, evaluate and find the best tradeoff between customer expectation, inventory cost and transportation cost.
Establishes and maintains effective communication of information to Account Managers and other team members as needed, including internal and external customers
Coordinate with operations planners any changes in customer requirements, new products, and phase out of existing products
Promoting quality and continuous improvement
Creation or updating of standard work materials to drive the most efficient process of servicing our customers
Supports sales & marketing with customer master data maintenance
Communicates and interacts with internal and external personnel with a positive and friendly demeanor

Background & Skills
To be considered for this position, you will need the following:
- HS Diploma or GED
3-5 years of experience in a customer service role, with 1-3 years of related working experience in demand planning or order handling in multinational companies
Positive and enthusiastic attitude
Excellent communication skills (oral and written), attention to detail, and organizational skills
Experience with Microsoft Office (Outlook, Word, Excel, etc.)
Experience with an ERP/Business system is required (preferable SAP)
Proven problem-solving skills team player\building positive working relationships including virtual team members
Customer service mentality, ability to build customer trust and rapport
Time management with the ability to be flexible and is open to change

Keywords: White Drive Motors & Steering LLC, Clarksville , Customer Service Representative, Sales , Hopkinsville, Tennessee

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