Customer Care Advocate I

Warner Electric•Columbia City, IN

5d•Hybrid

About The Position

SUMMARY: Provide technical, professional customer support in a timely manner consistent with established policies, procedures, and company direction. Provide world-class customer service; responsible for establishing, maintaining, and growing a healthy business relationship with our customers. Be the voice of the customer in production scheduling and our internal conversations. Work as a team with Logistics, Production, Quality and Engineering departments to ensure various internal roles are aligned with the voice of the customer. Responsible for updating and maintaining SAP operating systems. ESSENTIAL DUTIES and RESPONSIBILITIES: Complete basic product training sessions as identified. Handling assigned top accounts with personal attention. Treat customers as partners to our business: building a quality relationship of trust, respect, and courtesy in day-to-day communications. Courteous and efficient communications between internal and external customers to assure expectations are accurately understood between all parties. Accurately and efficiently manage discreet purchase order entry for assigned customers. Obtain order from customers (email, websites, fax, etc.). Enter order into SAP. Verify pricing, terms & delivery, etc. Send order confirmation. Maintain, track and report planning schedule changes. Maintain accuracy of customer demand forecast, report significant changes. Maintain quotes and customer surcharges in SAP for all assigned customers. Manage return material authorizations for all assigned customers on time and accurately. Communicating customer needs to scheduling team. Carries out responsibilities assigned within limits of established policies and procedures and takes initiative in customer problem resolution. Creating Win/Win opportunities for customers and Warner Electric. Liaison for other types of inquiries including special product quotes, deviations to policy, competitive/blanket pricing, freight terms, etc. Maintain confidentiality. Thorough understanding and knowledge of company order processing system. Able to identify knowledge/training gaps and consult with team members and/or manager. Backup for front desk activities, including incoming external calls. Minimum travel may be required for training. Any other special projects that may be assigned.

Requirements

Self-starter, ability to work independently under guidelines
Detail-oriented
Ability to prioritize duties and customer needs
Creative problem-solving skills, critical thinking
High degree of professionalism
Excellent verbal and written communication skills with both internal and external customers
Exceptional integrity
Transparent and holds self-accountable
Treats others with respect
Lead by example
Positive role model
Team player
3 + years Customer Service experience preferred
Experience in an OEM, manufacturing environment and/or production scheduling preferred
Previous experience with SAP (ERP) preferred
Proficiency in MS Office required
The ability to read and interpret documents such as general business periodicals, safety rules, quality instruction and process documentation, technical and procedure manuals.
Ability to effectively present information and respond to questions verbally and in written form.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Responsibilities

Complete basic product training sessions as identified.
Handling assigned top accounts with personal attention.
Treat customers as partners to our business: building a quality relationship of trust, respect, and courtesy in day-to-day communications.
Courteous and efficient communications between internal and external customers to assure expectations are accurately understood between all parties.
Accurately and efficiently manage discreet purchase order entry for assigned customers.
Obtain order from customers (email, websites, fax, etc.).
Enter order into SAP.
Verify pricing, terms & delivery, etc.
Send order confirmation.
Maintain, track and report planning schedule changes.
Maintain accuracy of customer demand forecast, report significant changes.
Maintain quotes and customer surcharges in SAP for all assigned customers.
Manage return material authorizations for all assigned customers on time and accurately.
Communicating customer needs to scheduling team.
Carries out responsibilities assigned within limits of established policies and procedures and takes initiative in customer problem resolution.
Creating Win/Win opportunities for customers and Warner Electric.
Liaison for other types of inquiries including special product quotes, deviations to policy, competitive/blanket pricing, freight terms, etc.
Maintain confidentiality.
Thorough understanding and knowledge of company order processing system.
Able to identify knowledge/training gaps and consult with team members and/or manager.
Backup for front desk activities, including incoming external calls.
Minimum travel may be required for training.
Any other special projects that may be assigned.