Customer Account Specialist

Hirose Electric USA•Downers Grove, IL

2d•Hybrid

About The Position

ABOUT THE ROLE The Customer Account Specialist will own the order management life cycle through the value chain and lead professional, solution-oriented communication with both internal and external business partners. Hybrid Role. Three days in office/two days WFH per week. Training to be completed on-site. Reports into the Customer Service Supervisor.

Requirements

Associates degree required; Bachelors preferred.
Minimum two years of experience in a customer service, logistics, or supply chain environment.
Must be able to communicate and interface with internal teams and external partners effectively via phone, e-mail or face-to-face as required.
Must be able to effectively manage multiple items/issues/request simultaneously and be able to prioritize those, following up as needed to insure timely completion.
Ability to maintain a high level of professionalism under tense situations.
Must be able to work well on a team as well as autonomously within this role.
Exceptional attention to detail, organization, time management, and follow through skills are a must.
Excellent verbal and written communication skills. The majority of the work is via e-mail, Excel and ERP system. Minimal phone work.
Excellent computer skills (Outlook, Word, Excel) and ability to learn new programs easily.
Data entry experience in ERP, MRP, or CRM software required and minimum typing speed of 55- 60 WPM.
Able to read, write, and speak English fluently. Japanese/Spanish a plus.

Nice To Haves

Japanese/Spanish a plus.

Responsibilities

Responsible for end-to-end customer order management of Hirose products for assigned customers from receipt through delivery to customer warehouses and/or manufacturing locations, ensuring the highest level of customer service.
Partner with Global Supply Chain Management team to ensure on-time delivery to the customer.
Responsible for identifying, resolving, and communicating order level issues including but not limited to product fulfillment, on time delivery, push in/out, allocations and quality holds using available system tools and established processes.
Responsible for ownership of KPI's - understanding, tracking and monitoring Hirose’s performance against them and working with key stakeholders and cross functional partners to develop action plans for improvement; KPIs include but not limited to On Time Delivery and E-mail Response time.
Responsible for proactive communication to Sales, Customers & key Leadership stakeholders to share status of product availability and action-oriented solutions to delayed delivery.
Responsible for leveraging all technology and tools available to support accurate, timely order management, recognize trends, assess risk and provide proactive management of customer account to reduce potential issues in advance.
Utilizes experience and established guidelines to make judgment and discretionary decisions to determine what action is necessary to meet customer’s needs.
Review Customer Forecast, and/or safety stock requirements and coordinate internally with other departments as needed to insure requirements can be met.
Responsible for processing customer requested RMA’s: oInitiate process for quality investigation requests due to customer concerns. oWork with applicable departments such as Operations and Sales to research and gather appropriate information.
Using data and account knowledge to identify areas for improvement.
Assist with shipping samples to reps and sales team.