Handles all customer related concerns including processing orders, prepares correspondence, and fulfills customer needs to ensure the company's commitments are met and the customer receives the best customer experience. Works closely with cross-functional teams to ensure the customer needs are met.
This position can be based in South Bend, IN, or Bristol, IN.
Duties and Responsibilities
Responsible for customer purchase orders, validation, and maintenance, etc.
Communicates with internal and external customers to ensure effective relations.
Provides support to the Sales team by creating reports for data analysis.
Responsible for processing and responding to consumer questions, issues, and inquiries about products, including, but not limited to, potential claims, product replacement, product quality, and product defects.
Responsible for maintaining and keeping all Voice of the Customer (VOC) documentation.
Maintains all Sales procedures and processes.
Resolve customer issues.
Maintains Quality spreadsheets (e.g., CARs and Repair Log, etc.).
Schedules Repair technician as needed.
Responsible for invoicing and matching all paperwork according to the segment.
Participate in the Safety/Quality/Delivery/Cost (SQDC) daily meeting representing your customers to ensure On-Time-Delivery.
Troubleshoot all delays in On-Time-Delivery by partnering with operations and shipping.
Other duties as assigned.
Qualifications
High School Diploma required, Bachelor's Degree preferred
Customer service experience preferred
Excellent communication (written & verbal), interpersonal, organizational and customer service skills required
Computer literacy, Microsoft Office products required
Excellent written and verbal communication
Able to analyze data, resolve problems, be flexible and process oriented
Physical Requirements
While performing the duties of this job, the employee is regularly required to talk, hear, sit; and use hands to type and write. The employee frequently is required to stand and walk. Occasionally the employee is required to climb or balance, stoop, kneel, or crouch, and reach with hands and arms (e.g., climbing stairs, filing paperwork at, above, and below shoulder height). The employee must occasionally lift and/or move up to 15 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus to watch video monitor. Work conditions consistent with a general office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
