Manufacturing Customer Service Representative - 2nd Shift

The customer service representative will strive to ensure customer satisfaction is achieved and assist the company in meeting goals for safety, revenue, quality, and receivables.

JOB DUTIES & ESSENTIAL FUNCTIONS:

• Build positive, lasting relationships with customers and internal teams including other company facilities. 
• Manage all aspects of the order cycle such as: PO review for accuracy, order entry, confirmation, order status updates, tracking, and follow up with proactive communication to ensure customer satisfaction.
• Liaise regularly with other functions including: customer service at other locations, credit, logistics, supply chain, operations, and sales to ensure orders are shipped in full and on time to our customers.
• Coordinate with management to authorize expenditures when appropriate to ensure delivery and customer satisfaction levels are maintained.
• Provide expertise and compliance to all pertinent processes, policies, and standards needed to perform responsibilities.
• Effectively manage situations of varying degrees of complexity which could impact the company image and/or sales dollars and cost.
• Initiate the document dispute resolution process as appropriate to ensure customer satisfaction.
• Perform all functions of job responsibilities using various computer applications and channels of communication.
• Confirm/enter 16-week forecast:  Are customer orders in line with tool capacity?
• Process Manual Orders                                          
• First line of communication to customers on concerns, expectations, and delays related to orders.     
• Updates pricing per sales direction in ERP (using check list).                                            
• Lead daily meetings (as required) to understand a week out what orders are looking like in order to communicate any issues to customers.   
• Support RMA process as Quality initiates and issues credit memos. 
• This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• High school diploma is required. 
• 1 - 3 years of customer service/sales experience in an Automotive manufacturing setting is required. Experience working in customer service for a Tier 1 Automotive supplier is preferred. 
• Excellent written and verbal communication skills - strong communication with internal and external customers
• Basic computer skills including Microsoft Office and Excel are required. 
• ERP experience preferred. This position will use Plex ERP. 
• Ability to handle customer complaints professionally.
• Organized and customer-focused, showing functional and technical proficiency in work.
• Must be able to work on-site in Dalton.