Customer Support Specialist

Accelleron•Bolingbrook, IL

13d

About The Position

Accelleron is accelerating sustainability in the marine and energy industries as a global technology leader in turbocharging, fuel injection, and digital solutions for heavy-duty applications. Building on a heritage of over 100 years as a trusted industry partner, the company serves customers in more than 100 locations in over 50 countries. Accelleron’s 3,000 employees are continuously innovating to deliver best-in-class products, services, and solutions that are mission-critical for the energy transition. You will join a team of experts in an exciting international environment, committed to excellence and innovation. Together, we support our customers in driving the transition toward sustainable industries with cutting-edge technology, deep expertise, and smart solutions. At Accelleron, we foster diversity and inclusion, welcoming and celebrating individual differences as a source of strength. Purpose of the role: OEM Customer Support Specialist Provide internal and external customer support (e.g. order assistance, payment related assistance) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction. Ensure company compliance to customer KPI’s through high-level collaboration and communication Processes in scope of this position: OEM Customer Support Specialist Order Processing for OEM’s Sea-freight management

Requirements

Bachelor’s degree, preferably in business related field.
Strong Interpersonal & Communication Skills
2+ years of relevant work experience.
Strong Analytical and Organizational skills
Ability to multi-task and work under pressure in a fast-paced environment.
Ability to communicate with coworkers and professionally represent company.
Knowledge of English language.
Proficiency in working with Microsoft suite (Outlook, Word, Excel, PowerPoint, Power BI, etc.).
ERP knowledge in SAP S4/HANA (EPPM, PS, SD, MM), preferably Public Cloud Edition, Microsoft CRM, Power Platform
Profound knowledge about the system set up for managing sales orders, procurement tasks and O2C processes, EDI to CAT
Ability to use tools like Excel (advanced), Power Bi or other analysis tools
Proficient in diagnosing issues in sales orders, payment delays, or procurement bottlenecks and implementing effective solutions.
Ability to work seamlessly with procurement, sales, finance, and customer service teams
Customer-oriented communication for handling inquiries, disputes, or escalations
Experience in project management
Completed education/studies in Economics or in a related field (Sales, Order management, Business administration, Project Management)
Self-driven, decision focused, team player, good organizational skills
Excellent communication skills (at all levels, ability to act as moderator)
Strong character, capable to deal with change management
Good command of English spoken and written
Strong problem-solving and analytical skills
Leadership and team training capabilities

Nice To Haves

Experience in Service of industrial equipment
Experience with data analytics (power query), low code application (e.g. power app).
International Business experience and intercultural competence.
Ability to travel to Baden up to 10%

Responsibilities

Ensures the resolution of customer issues (e.g., order, payment) by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams.
Coordinates resolution with After-Sales Service and/or Spare Parts teams.
Gathers and interprets relevant data (cost, quality, demand patterns, etc.) and provides analytical support e.g. site inventory and material stock out analysis and trends, material availability reports.
Recommends appropriate solution for internal & external customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place.
Coordinates market analyses and defines appropriate forecasts and plans.
Evaluates and shares customer research, market conditions and competitor data.
Proactively informs customers about issue status based on inputs and clarifies any questions.
Ensures a positive customer experience throughout the entire process.
Prepares and analyses regular statistics (e.g. forecast) using available tools and collecting relevant information.
Tracks regular target performance and provides results to management.
Responsible for reviewing and processing orders
Assist with general administration responsibilities
Lead small continuous improvement project.

Benefits

Health & Wellness Medical, Dental, and Vision Insurance: Choose from a variety of plans to find the coverage that best suits your needs.
Health Savings Account (HSA) / Flexible Spending Account (FSA): Options to save pre-tax dollars for eligible medical expenses.
Employee Assistance Program (EAP): Confidential support for personal or work-related challenges, including counseling and resources for mental health.
Financial Security Competitive Salary: We offer market-competitive pay with regular reviews.
Retirement Plan: 401(k) plan with company matching to help you save for the future.
Life & Disability Insurance: Company-provided basic life insurance, with options to purchase additional coverage.
Work-Life Balance Paid Time Off (PTO): Generous vacation, sick days, and holidays to recharge and spend time with loved ones.
Flexible Work Options: Depending on the role, we offer options for hybrid or remote work.
Parental Leave: Paid leave for new parents to bond with their child.
Professional Development Learning & Development: Access to training programs, certifications, and courses to help you grow professionally.
Tuition Reimbursement: Support for continuing education and professional certifications.
Career Advancement: Opportunities for career development, internal mobility, and leadership training.
Additional Perks Employee Discounts: Discounts on products, services, or memberships.
Wellness Programs: Access to fitness classes, wellness challenges, and resources to promote a healthy lifestyle.
Social Events: Company-sponsored events and activities to build a sense of community