Customer Service Representative

Howmet Aerospace

About The Position

This role supports Arconic Sales and/or the Global Supply Chain Team, working closely with production control to manage just-in-time inventory. The representative is responsible for making day-to-day decisions regarding product shipping to prevent customer material shortages. Key functions include supporting sales and marketing efforts, handling customer feedback, providing pricing information, forecasting, and utilizing Customer Relationship Management tools. The role also involves preparing RMA/Credit documents, processing credits, resolving disputed items, managing assigned customer statements, and ensuring on-time and correct contracted price updates. Collaboration with Planning and Transportation personnel is crucial for resolving shipment and production conflicts and ensuring products are produced and shipped as scheduled. Direct communication with customers is required to inform them of any product problems or delays, and to negotiate with the Arconic team to meet customer needs. The position also entails understanding and following trade compliance regulations for imports and exports, participating in CSR improvement projects, and working with outside departments to resolve customer concerns, including handling disputes and grievances. The representative will be measured on key metrics supporting Commercial Vehicle Wheels’ (CVW) business performance, such as on-time and correct order fulfillment, minimizing errors in order entry, claims, and pricing, and maintaining effective communication with internal and external customers. Responsibilities include timely and accurate creation of GAM/HAE Trips to schedule production and building strong relationships with Operations teams at Arconic Monterrey, MEX and Arconic Cleveland, USA Manufacturing Facilities, as well as resolving issues related to supply, payments, and quality, and handling calls from the 1-800 customer line.

Requirements

<6 years in Customer service, Shipping planning, Production Scheduling, Quality, Import/Export general requirements.
Windows Office.
ERP (Oracle, SAP, etc.) desirable.
College graduated: Desirable in International Business, Industrial & Systems Engineer, Business Administration.
English 90%.
Customer focus and service oriented.
Well-developed interpersonal skills.
Ability to get along well with diverse personalities.
Problem solving approach.
Well organized.
Multitasking.
High energy level.
Responsible.
Good communication skills, written and verbal.
Team player.

Responsibilities

Supporting AWTP functions, including Arconic Sales and/or the Global Supply Chain Team.
Working closely with production control to manage just-in-time inventory on a continuing basis.
Making day-to-day decisions relative to shipping of product in order to avoid any shortage of material to customers.
Supporting Sales and Marketing efforts, including customer feedback, provide pricing information, forecasting, utilizing Customer Relationship Management tools.
Preparing RMA/Credit documents and handles all credit processing resolving disputed items.
Managing assigned customer statements.
On Time and correct contracted price updating.
Participating in resolving shipment and production conflicts/priorities with Planning and Transportation personnel to ensure products are being produced and shipped as scheduled.
Communicating with customers directly, informing any problem or delay of the product to the final customer and negotiating with the Arconic team, if necessary, looking to fulfill the customer needs.
Fulfilling roles and responsibilities from standard ISO14001 defined P-0227 Understanding and following up trade compliance regulations for imports and exports.
Following up CSR improvement projects.
Working with outside departments to resolve customer concerns as needed, including supporting the company in handling disputes or resolving grievances.
Meeting key metrics that support CVW’s (Commercial Vehicle Wheels) overall business performance including but not limited to the following: Ensuring on time and correct orders fulfillment.
Avoiding errors in order entry, claims and pricing.
Maintaining close communication with customers (internal and external) with an effective use of phone calls and emails.
Creation on time and correct the GAM/HAE Trips to schedule the production for customers’ orders the week prior to the shipping date.
Building and maintaining a strong relationship with both Operations teams at Arconic Monterrey, MEX and Arconic Cleveland, USA Manufacturing Facilities.
Resolving issues / claims associated with supply, payments, quality, etc.
Following up the 1-800 customer line calls.