Customer Service Specialist

Job Summary

Responsible for entry of all incoming order information through direct entry in main plant systems.  Maintains all related files and develops related reports.  Responsible for customer inquiries and concerns.  Communication between external customer and internal functions to ensure proper response.

Job Responsibilities

Demand Analysis

• Verifies customer requirements against forecast and accepts-rejects-negotiate accordingly.
• Confirm internal material availability to cover requirements and/or recovery dates in case of material shortages

System Maintenance

• Creates and maintains main system files for receiving customer data and sending shipment notification, invoices, etc.  Creates and maintains all data as necessary for correct bar codes, packing slips and invoices.

Customer Orders

• Receives incoming customer orders/releases and pulls existing GKN paperwork. Reviews existing order/releases for accuracy in addresses, part numbers, revision levels, quantities, dates, etc. to release from customers.  Creates new order/line items as determined necessary.

Shipping

• Maintains shipping history and cumulative totals from shipping log.  
• Determines shipping method to be used on each order and set up system. 
• Creates shipping program on daily /weekly basis and shares with Central distribution center team
• Notifies Account Managers, Logistics personnel and any relevant personnel of any out-of-the-ordinary occurrences on incoming orders. 
• Maintains files on open orders, audit reports, addresses, etc.
• Notes returns and rejections and the effects on orders through cumulative discrepancies and notification of returns from receiving.  
• Support Quality team on customer returns to Central distribution center (RMA)
• Creates and maintains internal information on orders as required.  
• Receive and monitor shipping discrepancies to customers, and open investigations and corrective actions along with central distribution team.

Customer Relationships

• Develops a close and open relationship with internal customers assigned, providing timely updates when needed.

Order Entry

• Enters special charges, non-standard items as required

Order Acknowledgement 

• Completes order acknowledgment in appropriate venue as required by customer.

Reporting

• Provides periodic updates regarding open orders, ship dates, recovery plans (if needed) and internally provides status within central distribution center regarding assigned customers.

Training

• Maintains training to retain proficiency in all duties.  Recommends and implements process changes to improve efficiency and responsiveness.
• Completes order acknowledgment in appropriate venue as required by customer.

RFQ's

• Forwards RFQ’s and notifies appropriate venue as required by customer. 

Job Qualifications

• Bachelor Degree
• Fluent in english
• 5+ years of experience in Demand Analysis 
• 5+Shiping experience and system administration.