Customer Service Representative

Bruce Township, MI 48065

Posted: 08/03/2015 Job Category : Clerical Job Number: 94389

Duties / Responsibilities of this position include: (List the essential functions of the job)

 

  • Monitor all external customer information systems for requirements and respond appropriately as defined by customer. Communicate downtime and other company changes to the customer, internal and external, in an effective, professional manner. 
  • Receive Customer order requirements via EDI or manually and communicate exceptions within established systems.   All manual orders must be processed within 1 day of receipt.
  • Communicates scheduling changes (increases/decreases) reflected in customer requirements.
  • Keeps accurate records on cumulative shipments.   Coordinates disputes for premium transportation on a timely basis.
  • Format and input customer barcode label requirements in accordance with AIAG guidelines and standards and communicate within department all changes to current standards.
  • Pulls customer delivery ratings and reports problems to supervisor.   Works with other departments to resolve issues.
  • Review, analyze, and communicate customer ratings and communications such as problem reports, where necessary, up to and including, completion of 8D responses for problem solving.
  • Manage Customer relationships - Delight our customers with a consistent, professional attitude.   Respond to all customer inquiries within 12 hours of contact.  
  • Cross train with other CSR s for high level understanding of customer requirements to cover for backup situations. 
  • Review and maintain all customer orders / pick slips for accuracy. 
  • Attend daily team meetings and contribute when appropriate.
  • Participate and contribute to weekly reconciliation of premium freight and customer debits.
  • Communicate all customer schedule changes that may potentially impact shipping, inventory, or manufacturing. Coordinate all requested changes with Planner / Scheduler.
  • Research and resolve customer concerns / requests within established guidelines.
  • Support all LEAN initiatives as directed.
  • Any duties required to assist customers and/or make L&L Products a successful organization.

 

 

 


 

Expectations / Key Performance Indicators of this position include:

         Customer Complaints should be -0- (based on complaints due to lack of professional communication)

         Customer Orders processed within 12 hours of receipt.

         Premium Freight Expense due to Order errors ($0)

         Line Stops (MFG loss of production time) (0 downtime)

         Measure Accuracy of all customer Schedules report

 

 

 


 

 

 

 

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