Contract Customer Service Representative Job Purpose:
A customer service representative is a professional who works either directly with or directly for the customers and prospective customers of a given company. Representatives are often seen as the outward “face” of their company because they are usually the first people customers talk to when they have a question or concern. Sometimes they are problem solvers, and other times they are trying to initiate sales; they may also simply help clients find information. Customer Services Representatives help connect outside people with inside information.
Essential Functions:
1. Professionally manage all details of day to day customer communications (email, phone calls)
2. Function as a liaison between departments (Production, PC&L, Sales, Shipping) to address and resolve customer issues efficiently
3. Receive, maintain, and track customer purchase orders
4. Import and manage EDI or manual order demand for all customers. Interface with IT team to support process changes or resolve issues
5. Update sales forecast monthly to finance and production
6. Update quarterly and annual customer price changes
7. Provide support (information) to support teams regarding program demand status or changes
8. Update key sales measurable as needed
9. Maintain broad knowledge of all company products and services
10. Complete and submit customer NAFTA certification requirements
11. Participate in audits and maintain documentation required for IATF 16949 compliance
12. Other tasks or projects as requested
Requirements (Consider the required knowledge, skills, abilities, behaviors, and/or equipment)
• Minimum of a high school diploma or GED; Associate or Bachelor’s degree a plus
• 5 or more years of customer service experience
• Experience in manufacturing environment
• Background of customer service in automotive and commercial vehicle markets strongly preferred
• Strong computer skills – Microsoft Office – particularly Excel, Word, Outlook
• Sound decision making, problem solving and time management skills
• Ability to communicate effectively with multiple groups and to customers
Americans with Disabilities Specifications
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Summary
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use his/her hands, reach with hands and arms, climb stairs; balance; stoop, kneel, talk or hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, depth perception, and the ability to adjust focus. Hearing capacity required to maximize ability to understand all verbal communication and react accordingly.

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