Customer Operations Representative II

Dana Incorporated • Maumee, OH

7d

About The Position

The Customer Operations Representative II is responsible for managing complex customer service and operational activities while serving as a subject matter expert for customer order management, EDI processes, post-shipment support, and issue resolution. This position proactively collaborates across departments to resolve customer challenges, improve operational efficiency, and enhance the overall customer experience.

Requirements

• 3+ years of customer service experience in a manufacturing, distribution, or related environment; equivalent experience may be considered in lieu of a degree.
• Experience with SAP, Salesforce, SharePoint, and Microsoft Office Suite.
• Ability to work overtime or non-traditional business hours as needed.
• Advanced customer service and issue-resolution skills.
• Strong analytical and problem-solving abilities.
• Knowledge of EDI transactions and order management processes.
• Excellent communication and collaboration skills.
• Ability to manage multiple priorities and complex customer situations.
• Continuous improvement mindset.
• Strong organizational and project management skills.
• Ability to influence and collaborate across departments.

Nice To Haves

• Bachelor's degree preferred.

Responsibilities

• Manage and resolve complex customer inquiries and escalations.
• Provide proactive communication regarding customer orders and service-related concerns.
• Serve as a key resource for issue resolution requiring cross-functional coordination.
• Ensure customer concerns are addressed promptly and effectively.
• Manage open order boards and monitor order fulfillment activities.
• Proactively communicate order status changes, delays, and recovery plans to customers.
• Coordinate activities to minimize service disruptions and improve delivery performance.
• Provide support for Electronic Data Interchange (EDI) transactions and processes.
• Investigate and resolve EDI reject errors.
• Resolve Advanced Shipment Notification (ASN) related issues.
• Support customers and internal teams on EDI-related inquiries.
• Coordinate shortage, overage, and damage claims.
• Process and manage customer return requests.
• Collaborate with logistics, distribution, and customer teams to ensure timely resolution.
• Partner with Sales, Accounting, and Warranty departments to resolve debits, credits, and warranty-related concerns.
• Investigate customer account discrepancies and support corrective actions.
• Participate in cross-functional process improvement initiatives.
• Analyze operational challenges and recommend solutions.
• Support implementation of process enhancements that improve customer experience and operational efficiency.
• Share knowledge and best practices with team members.
• Assist with onboarding and training activities as needed.
• Support departmental objectives and special projects.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree