Customer Service Analyst Specialist

Motherson North America•Traverse City, MI

13d•Onsite

About The Position

This role involves analyzing customer orders received via EDI to identify changes in requirements, making decisions regarding production planning based on capacity and raw material availability, and ensuring plant efficiency. The specialist will attend meetings with various departments and customers to stay informed about new business, engineering changes, and to prevent shortages or excess inventory. A key part of the role is daily communication with customers, acting as a liaison between them and the plant. Responsibilities also include weekly sales forecast calculations, preparing shipment paperwork, attending daily staff meetings, and tracking Customer Service KPIs such as Delivery, Premium Freight, and sales accomplishment. The specialist will also manage charges and recover overtime and fees in case of order fluctuations.

Requirements

Customer service representative with 3 years of experience.
Focused on customer satisfaction.
Follow up on score cards from customers.
Fast response times to customers and clear problem-solving.
Advanced knowledge of Office, especially Excel, or experience with databases.
Knowledge of ERP (PLEX preferred).

Nice To Haves

High school diploma or equivalent, and/or with 3 years of experience.

Responsibilities

Analyze orders received via EDI to determine increases or decreases in customer requirements.
Make decisions on when to request planning to run parts based on capacity and raw material availability, considering plant efficiency.
Attend meetings with different areas and/or customers to stay informed about new business and ECNs.
Manage demand to avoid shortages of raw materials, excess inventory, or obsolete inventory.
Communicate daily with customers and act as a bridge between customers and the plant.
Calculate sales forecasts on a weekly basis.
Prepare shipments paperwork.
Attend daily 8:10 am meeting with GTS staff.
Procure and follow up on Customer Service KPIs: Delivery, Premium Freight, sales accomplishment.
Manage charges and recovery of OT and fees in case of increases and/or drop ins.