Customer Service Rep

Job Description

Primary responsibilities will be to interact with external customers providing information, support and problem resolution to inquiries and order management. The Customer Service organization is responsible for management and communication to customers as it relates to order management. Additionally, this position works with other departments to drive process improvements as it relates to material planning, consignment, safety stock, Electronic Data Interchange (EDI) and other contractual strategic requirements which enhance the overall customer experience. Provide exceptional customer service by assessing customer requirements and utilizing Sensata service programs to drive customer satisfaction.Ideal candidate will be someone with a track record of high performance, who has a Customer First mindset and is skilled at using interpersonal skills to negotiate, influence and resolve internal and external customer needs. They should be comfortable working within teams, have strong business acumen, and has proven success in supporting order management.Primary responsibilities include:

• Registering new customer account information, credit references, and other accounting related information to assist Accounting with set up of new accounts.
• Provide exceptional customer service by assessing customer requirements and utilizing Sensata service programs to drive customer satisfaction.
• Initial customer contact/Sensata liaison for Quality related issues to ensure assignment of CARE/RMA and final disposition with complete follow up to ensure customer satisfaction to resolution.
• Responsible for addressing any gaps in orders patterns to ensure compliance with contractual requirements and work with the necessary departments to address any non-compliance issues.
• Negotiate non-contractual customer requests as it relates to lead-time and expedited freight.
• Work with planning teams at the manufacturing sites to ensure customer satisfaction as it relates to meeting/exceeding customer order requirements.
• Work with Finance and Accounting departments to assist and help with invoice and overdue payment related issues.
• Monitor and assist the shipping warehouses with order shipment related issues to ensure proper processing of customer orders. Communicate with Customers process improvements related to their order and processing patterns.
• Assist the Order Fulfillment team with On Time Delivery Metrics and resolutions implementation.
• Participate in meeting monthly line loads and quarterly Net Revenue goals based on Business Unit. Provide critical customer account feedback as it relates to short term line loading.
• Work with the Product Development teams on the introduction of new products.

*Job Requirements (Minimum: Required Skills and Competencies, Education Level / Major Required, Years of Experience, Certifications / Licenses, etc )Requirements

• Bachelors degree in Business related field and/or equivalent 2-3 years Customer Service experience in a manufacturing environment preferred
• Experience in a fast moving, high growth, global and innovative environment.
• Proficiency with MS Office.
• Experience with Order Entry and ERP planning systems (Oracle knowledge a plus).
• Excellent written and verbal communication skills.

*Additional Details (% of travel required / domestic and/or international, computer language skills, necessary soft skills, etc )Skills & Competencies

• Excellent interpersonal skills and understanding of customer needs.
• Ability to persuade and communicate through strong written and verbal communication skills.
• Excellent communication skills for interfacing with customers, managers and business partners
• Strong analytical strategic and problem solving skills.
• Flexibility in other assignments and able to multi-task.
• Conflict resolution skills Able to handle complaints, settle disputes, and grievances and conflicts through negotiating with customers and internal departments.
• Ability to analyze, determine root cause and resolve customer issues.
• Demonstrated ability to accept new ideas, engage in both critical and systemic thinking

• Ability to evaluate relevant information to determine compliance with standards.
• Strong organization, planning and time management skills to achieve results.
• Strong personal and professional ethical values and integrity

SmarterTogether

• Collaborating at Sensata means working with some of the world s most talented people in an enriching environment that is constantly pushing towards the next best thing.
• Employees work across functions, countries and cultures gaining new perspectives through mutual respect and open communication.
• As OneSensata, we are working together to make things work together.

Keyskills :
roblem solving electronic data interchange planning systems language skills customer service root cause business acumen continuous improvement facilitation soft skills strong business acumen time management