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Sr. Customer Service Coordinator in Allentown, PA at Continental

Date Posted: 6/19/2018

Job Snapshot

Job Description

Overview:
The Sr. Customer Service Coordinator is the primary contact for key customers within the Logistics organization. In this capacity, the CSC carries out tasks such as customer inquiries, processing orders, and handling complaints in a prompt, courteous and effective manner. They are responsible for understanding the customer’s requirements, and interfacing with the warehouse, procurement, product management and sales teams to ensure that those needs are met.
Core Responsibilities:
- Answers customer calls for key accounts regarding order status, product availability, pricing, Terms and Conditions, technical inquiries, credits and debits and customer complaints.
- Distributes calls to Sales, Product Management and Technical Support Departments if necessary and carries out follow ups.
- Shares customer feedback and concerns with Sales, Quality, Product Management and Warehouse Departments.
- Coordinates special or last minute shipping requests received by customers between Procurement, Shipping and Warehouse Departments.
- Negotiates with customers in change in delivery date or quantity, when necessary, and reaches an agreement that is acceptable to both the customer and the Company.
- Allocates product to customer orders based on priority criteria as agreed upon by Product Management and Sales departments by checking product availability.
- Enters and processes all customer orders and scheduling agreements including releasing of orders, creation of transfer orders and prioritization of rush orders
- Reviews electronically submitted customer orders (EDI) for key accounts and perform trouble-shooting in SAP system.
- Tracks orders as required and notifies customers of any activity concerning their merchandise.
- Manages product introductions by monitoring initial orders to ensure proper supply in the pipeline.
- Manages product phase-outs by monitoring last time buys, allocating remaining product to orders, cancelling open orders and communicating closing of orders to customers.
- Monitors open order reports and following up with the customer, Procurement, Sales and Product Management Departments when appropriate.
- Responsible for communicating processing customer forecast and planned requirements in SAP system in order to run MRP.
- Monitors and tracks customer complaints by entering claims into a claims database and coordinates with customers on subsequent actions including new shipments, returns, credits and debits.
- Monitors and reports order- fill rate, customer satisfaction and performance measurements
- Tracks customer penalties
- Enforces Terms and Conditions that are set forth by Sales Department in regards to order lead-times, minimum order quantities and pricing.
- Invoices/debits customers for additional services according to Terms and Conditions on a case-by-case base.
- Coordinates the process for returning product from the customer, issues and monitors authorization to return goods according to company policies, exchanges paperwork with the warehouse and coordinates approvals with Sales Departments according to the Terms and Conditions.
- Works with the customer to identify and develop process improvements that will increase the efficiency of product delivery.
Additional Responsibilities:
- Interface with Product Management to answer any customer inquiries regarding product specifications and functions, as well we the introduction or deletion of a product.
- Maintain customer master records accurately in SAP system.
- Interface to Finance to ensure adequate credit lines are maintained in the system, recommending any changes if necessary and block customer shipments if required.
- Maintain customer part number cross references in SAP system when appropriate for order processing.

Competencies:
- Excellent written and verbal communication skills.
- Proficient in Microsoft Office .
- Excellent problem solving and conflict resolution skills.
- Ability to work well within a team.
- General Logistics knowledge.
- Strong analytical and numerical skills.

This position does not allow for relocation and visa sponsorship.

Basic Qualifications:
- High School Diploma
- 3-5 years customer service experience in a distribution or manufacturing environment.

Preferred Qualifications:
- Previous SAP experience a plus.
- Previous experience with automotive products.

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