Customer Service Analyst - HDI
About The Position
The Customer Service Analyst - HDI is responsible for administering all supply chain and operations related processes within the organizationMain TasksManage all tasks and inside sales responsibilities for assigned accounts, to include the following: Direct responsibility for understanding and position contributions to the customer Quality scorecards Understanding of packaging requirements of our OEM/IF customers and the ability to assist Quality in monitoring and documenting root cause analysis of issues Working with sales, customer, and the DC to understand and support customer labeling and packaging requirements Ensure compliance with TS16949 within the DC and participation in the IATF annual audit First line of support for handling customer requests, inquiries, and issues. Escalating as needed Provide assistance and input to sales, manufacturing, logistics and other internal departments for support to the customer Troubleshoot problems, internal and external, and maintain documentation. Timely response in reviewing errors and complaints to take appropriate action Manage customer portals & tasks inside the portal as assigned Manage customer quality scorecards, communicating customer complaints to quality and sales for support as needed Full understanding of customer specific requirement adherence and customer issue resolution; supporting internal teams in launching new products and projects for customer Ensure NAFTA requirements are met Ensure full back-up has training and understanding of all tasks and accounts to properly back-up your position Participate in meetings or projects as directed by direct management
Requirements
- Bachelor’s degree OR High School diploma with 5+ years expeience
- 3+ years in a customer service environment
- Working knowledge of OEM Manufacturing environment and customers
Nice To Haves
- Experience supporting a manufacturing and distribution environment
- SAP SD Knowledge
- Project Management experience (Material Launch)
Responsibilities
- Manage all tasks and inside sales responsibilities for assigned accounts
- Direct responsibility for understanding and position contributions to the customer Quality scorecards
- Understanding of packaging requirements of our OEM/IF customers and the ability to assist Quality in monitoring and documenting root cause analysis of issues
- Working with sales, customer, and the DC to understand and support customer labeling and packaging requirements
- Ensure compliance with TS16949 within the DC and participation in the IATF annual audit
- First line of support for handling customer requests, inquiries, and issues. Escalating as needed
- Provide assistance and input to sales, manufacturing, logistics and other internal departments for support to the customer
- Troubleshoot problems, internal and external, and maintain documentation. Timely response in reviewing errors and complaints to take appropriate action
- Manage customer portals & tasks inside the portal as assigned
- Manage customer quality scorecards, communicating customer complaints to quality and sales for support as needed
- Full understanding of customer specific requirement adherence and customer issue resolution; supporting internal teams in launching new products and projects for customer
- Ensure NAFTA requirements are met
- Ensure full back-up has training and understanding of all tasks and accounts to properly back-up your position
- Participate in meetings or projects as directed by direct management
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
