Customer Service/SAP Analyst

Sika AG•Madison Heights, MI

13h

About The Position

Sika is looking for an experienced SAP Analyst to join its growing team in Madison Heights, Michigan. At Sika, the SAP Analyst will play a key role through these various Job Duties: Driving customer satisfaction across all aspects of Automotive Customer Service in compliance with Sika policies and procedures Proactively resolving complex customer issues Ensuring timely accurate service delivery Building and maintaining strong customer relationships with key stakeholders to maximize satisfaction

Requirements

Minimum education: high school diploma; some college strongly preferred
3-5 years of automotive customer service experience, utilizing SAP or similar software.
Must possess the ability to work well independently and make decisions affecting profit/loss of Sika
Excellent interpersonal skills relationships
Effective problem solving skills are required.
Experience in Microsoft Office and spreadsheets.
Must be able to work odd hours as necessary; may be contacted at home for emergencies.
Ability to travel.

Responsibilities

Receive and process customer orders via EDI, customer portals, email and ensuring accurate translation into shipping requirements
Create and manage daily shipment deliveries, ensuring completeness and accuracy of all documentation
Coordinate and expedite product shipments as required
Process credits ad debits and return material authorizations
Partner with A/R to resolve issues related to re-bills, non-payments, return materials, credits/debits, invoices, etc.
Review and research premium freight charges; resolve and document freight charge issues; maintain freight log.
Maintain and update file information in SAP to prevent shortages/overages to customers; maintain and update customer files in SAP; maintain and update price files in accordance with contract review policy and procedures.
Serve as the primary liaison between customer and plant personnel to expedite customer orders, respond to customer inquiries and resolve customer issues.
Anticipate issues and provide information daily to production and materials management personnel to prevent shortages, include additional requirements, etc.
Investigate and resolve customer rating violations as needed
Perform all work in accordance with departmental policies and procedures as maintained in accordance with TS16949
Utilize customer-specific systems and software platforms
Provide after-hours on-call support for customer issues as required
To include additional, unstated or emerging responsibilities as the role evolves