Customer Service Representative

Aptiv•Warwick, RI

About The Position

POSITION SUMMARY The incumbent in this position is responsible for processing and tracking customer orders, and responding to customer inquiries. Receive orders via phone, fax, or other electronic means. Duties include informing customers of receipt, prices, shipping dates and delays; and handling complaints. ESSENTIAL FUNCTIONS Support customers through on-going communication; research and resolve issues regarding customer orders and product availability. Direct inquiries to the appropriate department for assistance as needed. Process and enter customer orders/changes/returns according to established department policies and procedures. Make changes to existing orders (e.g., due dates, part numbers, quantities, new line items). Receive and review customer inventory forecasts; verify and match orders in the system. Partner with and support inside/outside sales team to meet and exceed customers’ service expectations. Create new customer accounts in SAP System; add new part numbers; and make changes in the system to the description, prices, or customer part numbers. Create customer folders and forward order confirmations to the production planning department. Review and/or make changes to existing customer accounts; revise contact information and maintain SAP data. Provide timely and accurate information to customers regarding order status, product lead times, pricing, shipping information, and anticipated delays. Monitor and report on time customer deliveries. Handle special project requests (e.g., track lead free parts, pull customer sales reports) as assigned. Handle sample requests from customers and project managers. Work with inventory control and production to get samples made and sent out to customers. Ensure and provide quality service to both internal and external customers. Work with production planning to ensure customer deliveries are met and expedited orders are handled properly. Provide backup support to other Customer Service group members in the performance of job duties as required. Attend regular department meetings and provide expertise as a member of the customer service team. Adhere to EMS and IATF 16949 Policies and Procedures. Perform all other related duties as assigned by the supervisor.

Requirements

Ability to proficiently use various company-related and external systems and databases
Ability to proficiently use computer programs such as Microsoft Office applications
Ability to work effectively with internal/external personnel, and customers
Ability to proficiently operate office technology and equipment (e.g., computer systems)
Ability to communicate effectively verbally and in writing
Ability to carry out duties and handle difficult situations in a tactful, sensitive and professional manner
Ability to multi-task and prioritize work to meet time sensitive deadlines
Ability to work in a fast paced environment and manage several projects simultaneously
High School Diploma or GED equivalent
Minimum of two (2) to three (3) years of progressively responsible customer service experience preferably in a manufacturing environment
Ability to identify and meet customers’ needs and requirements
Must be detail-oriented and have excellent problem-solving skills
Excellent oral and written communication skills
Must be able to read, write, and speak English proficiently
Must have good basic math skills
Exceptional phone and customer service skills
Must have excellent interpersonal skills
Must be proficient with computers and demonstrated skills in office applications such as MS Word, Excel, and Outlook

Nice To Haves

Experience working with SAP system a plus
Bilingual Spanish is a plus

Responsibilities

processing and tracking customer orders
responding to customer inquiries
Receive orders via phone, fax, or other electronic means
informing customers of receipt, prices, shipping dates and delays
handling complaints
Support customers through on-going communication
research and resolve issues regarding customer orders and product availability
Direct inquiries to the appropriate department for assistance as needed
Process and enter customer orders/changes/returns according to established department policies and procedures
Make changes to existing orders (e.g., due dates, part numbers, quantities, new line items)
Receive and review customer inventory forecasts
verify and match orders in the system
Partner with and support inside/outside sales team to meet and exceed customers’ service expectations
Create new customer accounts in SAP System
add new part numbers
make changes in the system to the description, prices, or customer part numbers
Create customer folders and forward order confirmations to the production planning department
Review and/or make changes to existing customer accounts
revise contact information and maintain SAP data
Provide timely and accurate information to customers regarding order status, product lead times, pricing, shipping information, and anticipated delays
Monitor and report on time customer deliveries
Handle special project requests (e.g., track lead free parts, pull customer sales reports) as assigned
Handle sample requests from customers and project managers
Work with inventory control and production to get samples made and sent out to customers
Ensure and provide quality service to both internal and external customers
Work with production planning to ensure customer deliveries are met and expedited orders are handled properly
Provide backup support to other Customer Service group members in the performance of job duties as required
Attend regular department meetings and provide expertise as a member of the customer service team
Adhere to EMS and IATF 16949 Policies and Procedures
Perform all other related duties as assigned by the supervisor