Associate Order Management Coordinator – Spare Parts

Rolls-Royce • Brownstown Charter Township, MI

14d

About The Position

Pioneer the next generation of innovation. Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for its brilliance. Key Accountabilities: Support assigned customer accounts through the Order to Cash process, providing responsive parts order assistance to customers by telephone, e-mail or in person with regards to creating, changing or cancelling spare parts orders and subsequent order processing. Assist with timely and accurate responses to customers’ inquiries or complaints and provide regular status updates until final resolution is reached. Collaborate with Order Management Coordinators to learn processes and procedures for various account and order types. Support Order Coordinators and customers by reviewing open order reports or customer requests, checking on status of past due, or escalated items. Request resolution from other departments on availability, credit, pricing, system, quality, sales restrictions, and other issues and collaborate on continuous improvement initiatives, escalating to Order Management Coordinators or Supervisors if resolution is not provided. Track complaints and process issues, document actions taken and those still required for resolution. Review with team weekly to share experiences and brainstorm on solutions, both short and long-term. Provide regular feedback to management on account status, including order behavior, current issues, and ideas for improvement. Occasionally work on-call to support urgent customer calls during weekends and holidays. Keep company property clean, organized, operational, and control expenditures. Promote a safety and compliance culture in area of responsibility and live the letter and the Rolls-Royce Code of Conduct. Perform special projects as needed

Requirements

• Applicants must be authorized to work for any employer in the U.S without sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time
• Bachelor's Degree in Business or 4 years’ experience in customer support or supply chain management
• Willingness for occasional travel (less than 10%).

Nice To Haves

• Good oral and written communication skills.
• Good organizational, planning and follow up skills.
• Good knowledge of principles for providing customer service support including customer needs assessment, meeting quality standards, and evaluation of customer satisfaction.
• Good level of interpersonal skills with the ability to work effectively with others.
• Good ability to work extended periods without supervision and good personal drive, with a can do attitude.
• Good analytical and problem-solving skills and ability to make complex decisions.
• Proficient with PC and MS Office Suite and SAP ERP.
• Knowledge of RRSA/mtu organization (products, policies & procedures).
• Knowledge of logistics and order management processes.
• Knowledge of SAP operating system.
• Spanish/Portuguese language.

Responsibilities

• Support assigned customer accounts through the Order to Cash process, providing responsive parts order assistance to customers by telephone, e-mail or in person with regards to creating, changing or cancelling spare parts orders and subsequent order processing.
• Assist with timely and accurate responses to customers’ inquiries or complaints and provide regular status updates until final resolution is reached.
• Collaborate with Order Management Coordinators to learn processes and procedures for various account and order types.
• Support Order Coordinators and customers by reviewing open order reports or customer requests, checking on status of past due, or escalated items.
• Request resolution from other departments on availability, credit, pricing, system, quality, sales restrictions, and other issues and collaborate on continuous improvement initiatives, escalating to Order Management Coordinators or Supervisors if resolution is not provided.
• Track complaints and process issues, document actions taken and those still required for resolution.
• Review with team weekly to share experiences and brainstorm on solutions, both short and long-term.
• Provide regular feedback to management on account status, including order behavior, current issues, and ideas for improvement.
• Occasionally work on-call to support urgent customer calls during weekends and holidays.
• Keep company property clean, organized, operational, and control expenditures.
• Promote a safety and compliance culture in area of responsibility and live the letter and the Rolls-Royce Code of Conduct.
• Perform special projects as needed

Benefits

• Rolls-Royce provides a comprehensive and competitive Total Rewards package that includes base pay and a discretionary bonus plan.
• Eligible employees may have the opportunity to enroll in other benefits, including health, dental, vision, disability, life and accidental death & dismemberment insurance; a flexible spending account; a health savings account; a 401(k) retirement savings plan with a company match; Employee Assistance Program; Paid Time Off; certain paid holidays; paid parental and family care leave; tuition reimbursement; and a long-term incentive plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees