Customer Service Specialist

Tenneco•El Paso, TX

12d•Onsite

About The Position

The Customer Service Specialist role is responsible for handling customer inquiries, processing orders, and resolving issues to ensure positive customer relationships and efficient operations within the Systems Protection department. This role acts as a liaison between customers and various internal departments, ensuring accurate data capture and adherence to company procedures and safety regulations.

Requirements

Associate’s degree in Business or 5 years’ customer service work experience in the automotive industry required
Computer literate with aptitude to learn new systems quickly and effectively.
Excellent communication skills, both written and verbal.
Ability to diffuse difficult situations and creatively solve problems.
Microsoft Office (Excel, PowerPoint, Word) Experience level Intermediate to Excellent

Nice To Haves

At least 3 – 5 years’ experience in Customer Service at manufacturing facility or high intensity service organization.
Experience with SAP MRP order entry system helpful.
Bilingual in Spanish a plus
Systems Protection Product Knowledge a plus
Knowledge of Quotation Database
ECRN’s (Engineering Change Request) management experience
SAP experience with ECC6 and functions of Customer Service, order entry; OTC (order to cash)

Responsibilities

Understand and adhere to all company and departmental goals, processes, and procedures.
Answer customer phone calls and respond to customer requests within two hours to build positive relationships.
Handle and diffuse difficult situations using knowledge and interpersonal skills to solve problems effectively.
Process customer orders using specifications numbers, special pricing, or instructions, resolving any problems or inaccuracies within 24-48 hours.
Ensure quote and/or customer-specific data is captured in the SAP system for sales reporting needs.
Perform self-audits on work to ensure accuracy.
Prepare standard book price and special price quotations for customers and distributors using a computer quote tracing system.
Process paperwork for product returns and other customer credits within the same week, validating and gaining approval for customer/product returns.
Provide customers with product availability and delivery information.
Handle all expedites and other special requests from customers.
Act as a customer liaison with Manufacturing, Quality, Planning, Sales, Finance, and Product Management regarding customer matters.
Build and maintain positive working relationships with other departments.
Share general clerical duties including keeping supplies replenished, filing, and supporting production planners and outside sales representatives.
Assist with special projects or assignments as requested.
Act as a team member of the department, contributing to its success by actively participating in meetings and offering suggestions.
Adhere to and be compliant with all State and Federal Safety and Environmental laws.
Be compliant with IATF16949 procedures and policies.
Adhere to the Zero Tolerance policy and practice of refusing to tolerate or allow behavior defined by Federal-Mogul as unacceptable in terms of safety.
Comply with Environmental Health & Safety Rules and Regulations.
Understand hazards associated with the position and how to minimize them.
Report all accidents/injuries to management and/or the Environmental Health & Safety Manager as soon as possible.
Wear required personal protective equipment.
Abide by the El Paso's EH&S policy, comply with legal and other requirements, and operational controls established under its EHSMS.
Initiate action to prevent a violation of the Tenneco Code of Conduct Policy.
Work towards achieving established objectives, targets, and conform to procedures consistent with the ISO 14001 and ISO 45001 standards.