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Customer Service Specialist Ii
Under the direction of the Customer Service Manager or Supervisor as assigned, the Customer Service Specialist II is responsible for representing HellermannTyton by serving our customers. Requests and inquiries come in via phone, email, fax, as well as direct contact from our sales force. Gaining a quick understanding of customer needs, responding promptly, and providing solutions for customers are the keys to developing and maintaining strong customer relationships. This position performs proactive product expediting and data entry to ensure a timely and accurate understanding of customer transactions. These duties are performed mainly for customers in the assigned marked segment of our business. This will be achieved by maintaining HellermannTyton's IATF16949/ISO9001 Quality and ISO14001 EMS certifications by supporting all corporate policies, procedures, work instructions and required documentation. Essential Functions: Maintain assigned accounts Order Entry into JD Edwards ERP as needed Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process Answer calls and provide assistance on questions regarding orders, pending orders, pricing, backorder status, and product availability, scheduling and any other issues that may arise from the order fullfillment process Handle requests for expedites, exceptions, substitutions, allocations orders, and/or special problems Coordinate daily communications with Sales and Project Management as needed Evaluate, monitor, and escalate any potential production outages that may impact customers to Management with recommendations Perform and document contract review on customer orders (including Blankets and Spot Buys) Monitor backorder reports, work with expediting for updates and notify customers Maintain accurate data including: order information, part number cross reference table, new product codes, etc. Other Functions: Monitor customer's report cards/ratings to assist in maintaining IATF16949/ISO14001/AS9100 certifications if assigned Work with Sales on shipping proto@types and setting up new product codes Coordinate with Quality on issues (including PPAP) as needed
Under the direction of the Customer Service Manager or Supervisor as assigned, the Customer Service Specialist II is responsible for representing HellermannTyton by serving our customers. Requests and inquiries come in via phone, email, fax, as well as direct contact from our sales force. Gaining a quick understanding of customer needs, responding promptly, and providing solutions for customers are the keys to developing and maintaining strong customer relationships. This position performs proactive product expediting and data entry to ensure a timely and accurate understanding of customer transactions. These duties are performed mainly for customers in the assigned marked segment of our business. This will be achieved by maintaining HellermannTyton's IATF16949/ISO9001 Quality and ISO14001 EMS certifications by supporting all corporate policies, procedures, work instructions and required documentation. Essential Functions: Maintain assigned accounts Order Entry into JD Edwards ERP as needed Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process Answer calls and provide assistance on questions regarding orders, pending orders, pricing, backorder status, and product availability, scheduling and any other issues that may arise from the order fullfillment process Handle requests for expedites, exceptions, substitutions, allocations orders, and/or special problems Coordinate daily communications with Sales and Project Management as needed Evaluate, monitor, and escalate any potential production outages that may impact customers to Management with recommendations Perform and document contract review on customer orders (including Blankets and Spot Buys) Monitor backorder reports, work with expediting for updates and notify customers Maintain accurate data including: order information, part number cross reference table, new product codes, etc. Other Functions: Monitor customer's report cards/ratings to assist in maintaining IATF16949/ISO14001/AS9100 certifications if assigned Work with Sales on shipping proto@types and setting up new product codes Coordinate with Quality on issues (including PPAP) as needed