Analyze and process customer orders electronically and manually according to the customers’ specifications on a timely basis and meet scheduled delivery deadlines. Coordinate with other departments in handling orders and providing service to the customers. Achieve and maintain rapport with the customers and service their requirements to completion.
Receive EDI/Fax and E-mail communicated orders from customers. Create and maintain logs of shipments and accumulated quantities by model type for certain customers, not all.
Process the raw order information by communicating all relevant information to the Warehouse Supervisor and lead operators in the warehouse and creating or revising delivery order entries in JD Edwards to match the customers’ EDI requirements. This may include Saturday, Sunday and/or Holiday hours as required by the customer.
Develop and maintain close communication relationship with all customer contacts at their respective locations - develop and maintain close communications with internal customer support locations.
Learn and document the customer specifications required for each customer and remain current on changes to customer specifications. Maintain and enhance the customer service operation procedures manual.
Maintain and revise on a timely basis JD Edwards masters and demand setup screens.
Coordinate trial shipment delivery and engineering changes.
Maintain Item Master Forms for new set ups.
Confirm weekly and daily EDI reports for customer requirements and reportsrevisions.
Utilize customer specific interactive inventory management systems as directed by customer guidelines.
Prepare necessary shipping documents to process customer orders.
Satisfy customer inquiries/requests regarding orders, quantities, shipments, dates, model numbers, etc. upon request in a timely manner.
Respond to emergency orders from the customers immediately and service their requirements to satisfied completion.
Monitor, evaluate, and present solutions to potential problem areas.
Work closely with support personnel regarding deliveries of scheduled shipments and required shipping documents.
Work closely with Import / Export Specialist and Production Scheduler to ensure part deliveries and production of parts to satisfy customer requirements.
Develop and maintain weekly and monthly shipping logs by customer/per model for all deliveries.
Communicate all service order requirements to Coordinator, Materials; Staff Manager; Production Scheduler and all concerned departments for processing and evaluation. Prepare necessary paperwork for service order requests
Manage returnable packaging tracking programs to ensure compliance for TS-16949 and customer requirements.
Analyse weekly/daily EDI reports for customer requirements and report variances.
Support and serve as backup to other Customer Service Associate(s) during times of necessity.
Communicate with customers to get build out numbers to Assist Staff Manager in the control of material/FG inventory and to avoid obsolete parts/air cost for all build out parts.
Travel independently to customer, carrier, and warehouse locations to enhance relations, improve operations, and solve complaints
Work weekends and/or extended hours to satisfy customer requirements such as checking customer websites or ensuring outgoing shipments are fulfilled to the customer
Support any new launch programs and coordinate with all internal departments as needed
Associates Degree in business management or a minimum of three years diverse experience in a computerized planning/marketing/materials environment or equivalent.
Broad knowledge of customer service and marketing concepts.
Computer literate, emphasizing experience with Electronic Data Interchange (EDI) systems, JD Edwards and Microsoft Office.
Verbal, written and cross-cultural communication skills.
Ability to work extended hours, including holidays, without notice.