Customer Excellence Representative

Knorr-Bremse

Acuna, Coahuila de Zaragoza (Coahuila), Mexico

hace 4 días

Position Summary :

Our Customer Excellence team has a razor-sharp focus to further strengthen the linkage between our customers and our business.

The team brings together complementary operations across our company to refine our forward-facing customer focus approach and to achieve greater synergies.

Customer Excellence is a solid commitment by Bendix to bring to life a holistic methodology aimed at outstanding customer service, flexibility, and responsiveness.

With an approach that is people-oriented, performance-driven, and customer-first, the Customer Service Representative role is critical to achieve our goals.

Essential Functions :

Perform Root Cause Analysis and define permanent corrective actions to resolve order fulfillment errors

Support system / process enhancements to improve customer alignment / management, such as reducing / eliminating manual work and providing better visibility to customer orders and their potential delivery issues

Maintain the required metrics to measure customer service effectiveness that will lead to customer satisfaction, such as average response time on information needs, on time delivery, shipping errors, past due backlog and other relevant metrics

Utilize the required tracking tools to provide short and midterm visibility of customer requirements and past due items

Provide monthly summary for assigned customer scorecards, understand customer measurement scale and scoring for on-time delivery metrics

Lead assigned customer accounts day-to-day activities to meet / exceed expectations regarding order management and fulfillment.

Provide world class customer service, anticipating customer information needs and responding to them with unmatched fast response time

Analyze customer service errors using quality tools to identify root causes and to define permanent corrective actions.

Support systems / processes improvements that will drive better customer order processing and customer expectations alignment / management

This position acts as customer liaison between multiple departments as needed providing visibility of current and future needs / issues with assigned customers, escalating customer issues and participating in different teams to resolve them.

Knowledge :

Knowledge of principles and practices of personnel administration, effective oral and written communication skills, excellent interpersonal skills

Experience :

Minimum of 5-7 years of Account Management experience preferred

7-10 years of previous ERP experience, SAP preferred

Automotive or related industry preferred

Customer Scorecards Delivery Performance Metrics required

Skills :

Excellent analytical and organizational skills

Excellent interpersonal, written, and oral communication skills

Strong ability to work under pressure with strong emotional intelligence skills to properly manage conflict

Proficient in Microsoft Office applications with advanced Excel skills, specifically Pivot Tables, VLOOKUP's, and analysis

Team player with the ability to work independently with limited guidance

100 % Bilingual (English / Spanish)

Education / Certifications :

Bachelor’s degree required

Six Sigma Greenbelt certification preferred