(C) Customer Service Representative

ISUZU NORTH AMERICA CORPORATION • Plymouth, MI

3d • $29 - $35 • Onsite

About The Position

Provides two-fold support for customer end-to-end transactions and product planning and inventory administration from source components to finished products while, on both levels, adheres to emissions regulatory accepted practices. Ensures an exceptional level of customer support including order processing, ongoing communications, reporting, analytics, and continued operational improvement supporting the customer every step of the process. Submits, processes, and follows up on open order status and production planning activity for accessories and component products requiring subassembly. Position interacts with customers, engineering, sales, service, supply chain, MIS, finance/accounting, outside vendors, warehouses, and sub assemblers. % of time spent on each activity PRINCIPAL DUTIES & RESPONSIBILITIES: 40% 1. Customer end-to-end processing of all product types inclusive of order inquiry, confirmation, acceptance, allocation, release, shipment, goods receipt, and invoicing inclusive of generating customer driven reporting for both customers and internal users/management. Guides customer inquiries; provides material stock information upon request; solves or escalates customer concerns and requests to include freight arrangements and expedites when necessitated; and attends status/metric reporting customer-driven meetings as defined. Specific to product release activity, coordinates with warehouse personnel which includes monthly meetings for performance metric management. Promotes the Isuzu brand through exceptional customer service and support. 20% 2. Assists Accounting staff as needed to resolve discrepancies, issues customer credits and debits as needed. Ensures month-end occurs with no open billing, deliveries, or open goods receipts to ensure well-defined fiscal accounting period. Provides proof of delivery and invoices to auditors. Answers auditor’s questions and concerns. 10% 3. Assists sales by investigating low margins on specific engine sales, creates quotations and contracts for customers as requested by the sales team as transactional requirements occur. Provides sales team with customer- or product- specific inquiries ad hoc as necessary to support sales efforts. Adjusts customer requested dates as instructed and approved by sales under standard approval process. 10% 4. Assists in suggesting system and/or program, project, and operational improvements and enhancements to include testing system updates, production fixes, and enhancements for effective and optimized system and procedural implementations. Creates and utilizes system analytics to generate reporting to support these changes. 10% 5. Works with engineering and purchasing to ensure proper fit and function of blocked stock for sales approval in an effort to reduce inventory, minimize costs, and increase inventory turns. Works with quality manager to request service to freight damaged materials. Creates and processes consignment orders end-to-end to support internal engineering and customer product qualification processes. 5% 6. Transacts, maintains, and submits complete reporting of all exempt-purchase reporting requirements on a regular schedule to include service replacement/remanufactured product programs, export and national security exempt purchases, and any other product tracking to support federal/governmental programs and emissions compliance. Transacting to include core processing, credits/debits, country of export verification, and contract management of delegated assembly program products. 7. Performs miscellaneous job-related duties, special projects, and cross training opportunities as assigned.

Requirements

• Bachelor’s degree in Business or Supply Chain, or equivalent directly related work experience
• Minimum five years’ work experience in customer service
• Minimum three years’ experience in a logistics, inventory management or closely related field relating to product scheduling, or other miscellaneous shipping functions
• Working knowledge of distribution network/OEM customers
• Basic knowledge of financial and cost benefit analysis
• Understanding of types and levels of inventory (source components, complete assemblies, major components); inventory control and logistics preferred
• Knowledge of product lifecycle specific to source componentry through assembled product
• Governmental agency emissions standards and general transportation knowledge
• Proficient PC skills in Microsoft Office applications with heightened level of knowledge in Excel
• Proficient skills in SAP operating system
• Strong verbal and written communication skills
• Excellent organizational skills
• Strong attention to detail
• Excellent customer service skills including strong problem solving and negotiation skills
• Excellent analytical skills

Responsibilities

• Customer end-to-end processing of all product types inclusive of order inquiry, confirmation, acceptance, allocation, release, shipment, goods receipt, and invoicing inclusive of generating customer driven reporting for both customers and internal users/management.
• Assists Accounting staff as needed to resolve discrepancies, issues customer credits and debits as needed.
• Assists sales by investigating low margins on specific engine sales, creates quotations and contracts for customers as requested by the sales team as transactional requirements occur.
• Assists in suggesting system and/or program, project, and operational improvements and enhancements to include testing system updates, production fixes, and enhancements for effective and optimized system and procedural implementations.
• Works with engineering and purchasing to ensure proper fit and function of blocked stock for sales approval in an effort to reduce inventory, minimize costs, and increase inventory turns.
• Transacts, maintains, and submits complete reporting of all exempt-purchase reporting requirements on a regular schedule to include service replacement/remanufactured product programs, export and national security exempt purchases, and any other product tracking to support federal/governmental programs and emissions compliance.
• Performs miscellaneous job-related duties, special projects, and cross training opportunities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level