Customer Service Specialist II Location Milwaukee, WI (Land Bank area) : Job Summary: Under the direction of the Customer Service Manager, the Customer Service Specialist II is responsible for representing HellermannTyton by serving our customers. Requests and inquiries come in via phone, email, fax, as well as direct contact from our sales force. Gaining a quick understanding of customer needs, responding promptly, and providing solutions for customers are the keys to developing and maintaining strong customer relationships. This position performs proactive product expediting and data entry to ensure a timely and accurate understanding of customer transactions. These duties are performed mainly for customers in the assigned marked segment of our business. This will be achieved by maintaining HellermannTyton's IATF16949/ISO9001 Quality and ISO14001 EMS certifications by supporting all corporate policies, procedures, work instructions and required documentation. Essential Functions: Maintain assigned accounts. Order Entry into JD Edwards ERP as needed. Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back-order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process. Answer calls and provide assistance on questions regarding orders, pending orders, pricing, backorder status, and product availability, scheduling and any other issues that may arise from the order fulfillment process. Handle requests for expedites, exceptions, substitutions, allocations orders, and/or special problems. Coordinate daily communications with Sales and Project Management as needed. Evaluate, monitor, and escalate any potential production outages that may impact customers to Management with recommendations. Perform and document contract review on customer orders (including Blankets and Spot Buys). Monitor backorder reports, work with expediting for updates and notify customers. Maintain accurate data including: order information, part number cross reference table, new product codes, etc. Other Functions: Monitor customer's report cards/ratings to assist in maintaining IATF16949/ISO14001/AS9100 certifications if assigned Work with Sales on shipping prototypes and setting up new product codes. Coordinate with Quality on issues (including PPAP) as needed. Perform other job-related duties and responsibilities as may be assigned to you from time to time by the Company and/or your supervisor or manager i.e. process calls or emails to service customers when call demand dictates Success in this role includes: Manage incoming customer requests (e.g., orders, inputting order entry or approving orders in the HellermannTyton customer database, problem resolution). Answer calls and provide assistance on questions regarding pending orders, backorder status, and product availability, scheduling and problem resolution. Manage requests for expedites, exceptions, substitutions, allocations orders, and/or special problems. Evaluate, monitor, and escalate any potential production outages that may impact our customers to Management with recommendations. Maintain accurate data including: order information, part number cross reference table, new product codes, etc.). Ability to communicate clearly and concisely both in oral and written form using a variety of communication techniques and tools to ensure appropriate flow of information. Ability to identify and define problems, collect, and analyzes data, establish facts, and draw valid conclusions. Display courtesy, tact and respect when dealing with others. Meet customer satisfaction, efficiency metrics and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate. Recognize, document and alert supervisors of trends in customer calls. Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back-order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process. Qualifications (skills, knowledge, experience): BA or Associate Degree preferred, or 3 years of related experience in Customer service. High School Diploma Required Manufacturing or Automotive OEM experience preferred. JDE knowledge a plus. Excellent data entry skills while maintaining a strong attention to detail. Highly proficient in Microsoft Office suite products. Ability to work in a fast-paced and dynamic environment. High sense of urgency for customer satisfaction. Excellent time management skills with the ability to meet strict deadlines. Establishes and maintains effective working relationships; demonstrates a commitment to teamwork. Project a professional company image through phone and email interactions. Uphold high customer service standards. By applying for a position with HellermannTyton, you understand that should you be made an offer, it will be contingent on your undergoing and successfully completing a background check through the use of our 3rd party supplier. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, criminal check, driving history, and drug test. You will be notified during the hiring process of which checks are required by the position. HellermannTyton Corporation is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
