Customer Service Representative

Dana Incorporated•Danville, KY

1d•Onsite

About The Position

Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving two primary markets – passenger vehicle and commercial truck equipment – Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities. Job Purpose Reports to the Materials, Logistics, & Customer Service Team Lead. Primarily responsible for providing effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of MRP system, customer requirements, and partnering with the sales team to provide customers with help to develop the process flow related to customer’s needs. Will collaborate closely with the Shipping, Production, Sales/Customer Service, and Purchasing personnel.

Requirements

3-5 years of experience managing customer accounts, providing customer service, and supporting customer relationships in a manufacturing environment.
Proficient computer skills with ERP/MRP applications (SAP strongly preferred) and Microsoft Office Applications
Ability to work in a team environment and independently
Courteous, clear, and professional manners in dealing with the Company’s customer base.
Excellent organizational and communication skills – written and oral
Strong team building and people skills include the ability to resolve conflicting interests and obtain cooperation.
Excellent computer skills with proficiency in MS office
A proven track record of cross-functional interaction
Demonstrated success in problem solving
Must possess strong analytical skills in forecasting and anticipating production needs and capabilities
Ability to solve practical problems and deal with a variety of changing situations under stress
Knowledge of MRP system operation and management including computer literacy applied to scheduling and data management
Must be able to prioritize multiple tasks and manage time efficiently. Must have the ability to effectively manage multiple complex tasks simultaneously, planning and scheduling work and activities to routinely meet cost and schedule parameters.
Ability to learn new concepts and effectively pass this knowledge on to others through training or the design of practical experience and exercises.
Demonstrated ability to drive work and achieve results.
Must possess a detail orientation, be able to work effectively as an individual contributor and possess solid interpersonal relationship and communication skills

Nice To Haves

Associate's degree preferred, or 4-5 years of relevant customer service, account management, or manufacturing customer support experience will be considered
Automotive manufacturing experience preferred
Knowledge of the principles and techniques of Lean including but not limited to value stream mapping, voice of the customer, kaizen leadership, continuous flow, and 5S.

Responsibilities

Responsible for timely and accurate information regarding incoming customer order status and requests.
Process customer orders/changes according to established department policies and procedures.
Initiate and respond to telephone calls, e-mails, and other correspondence regarding expediting orders and/or providing lead time information.
Order entry; daily input of customer orders. Provide order acknowledgements to customer base.
Telephone, e-mail and other contact with customer bases to enter orders, expedite orders, check outstanding order status, etc. for customer inquiries.
Position must always deal calmly and professionally with customers.
Identifies delivery problems and proactively consults with proper company personnel and then provides best resolution for our customers.
Maintains skills and knowledge on customer and/or company order entry methods.
Conducts routine maintenance and reviews of customers’ websites and their requirements.
Learns all product lines to the degree required to competently interact with both internal and external customers, recognizing primary responsibility may be directed toward one product line or one customer base.
Establishes and maintains professional business relationships with Sales team and managers, accounting, shipping, and manufacturing to ensure proper expediting and order processing.
Participating in training required to keep up to date on new parts, customer requirements, standards, etc.
Notifies facility if special labeling is required for shipment and in some instances supplies to the shipping department.
Process orders through MRP system
Provide reports and data information using MRP or Microsoft Office Software
Generates correspondence for additional customer information to resolve customer disputes.
Maintain detailed files for documentation
Conference with production, shipping, warehouse, or carrier vendors to expedite or trace missing or delayed shipments.
Recommend measures for and participate in continual improvement of quality methods, shipping methods, inventory management, etc.
React and follow through with all customer issues, including quality issues, to ensure that no defective products are shipped to customers.
Other duties as assigned or needed.