KEY RESPONSIBILITIES
* Manage customer orders timely and to the highest level of accuracy by: Reviewing customer
purchase orders (PO); reviewing PO to Customer Material Information (CMI); and entering
order into SAP.
* Respond to all customer inquiries with sense of urgency and first contact resolution.
* Run back/late order report and collaborate with customers to manage appropriate
expectations and proactively resolve problems.
* Administer customer order changes, expedites, tracking and cancellations.
* Assist in updating customer and material information promptly in SAP.
* Administer sample requests from customers and Sales team.
* Process all incoming emails, calls and faxes promptly and to the highest level of accuracy.
* Work independently with minimal supervision in a fast-paced environment.
* Contribute to process efficiency and customer experience continuous improvement efforts.
* Resolve product or service problems by: clarifying customer complaint; determining the
cause of the problem, creating a return authorization; providing customer with best solution to
solve the problem expediting correction or adjustment and following up to ensure resolution.
* Work in SAP, Microsoft Word, and Excel.
* Work with the appropriate sales person to service the customer on any changes in the
Customer Master file.
Personal & Team Development
* Actively participate in opportunities to improve individual knowledge of the company,
products, markets and systems.
* Uses continuous improvement methodology and internal and external resources to enhance
customer experience and drive process efficiency.
Customer Service Representative
J7181 - Administration - Customer Service Representative (OEM North America)
Any printed copies of this document are not controlled and will not be updated. Printed copies are considered for reference and/or for
training purposes only. For the latest, approved copy of this document please refer to the Intranet site.
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* Proactively collaborate with the other team members to provide support and share
information to ensure daily tasks are completed and both customer and business needs are
met.
* Maintain and enhance technical competency and customer service skills.
* Actively works toward and contributes to the success of all individual and team goals/metrics
*The above represents the essential job functions that you are assigned to perform in your job. If
you are unable to perform these essential duties, please see Human Resources as IEWC may be
able to provide reasonable accommodations against the ADA requirements.

TECHNICAL SKILLS
* Education and/or Experience: High school diploma or equivalent required; associates or
bachelor's degree preferred. 6 months of CS experience in any industry.
* Certificates, Licenses, and/or Registrations: A valid driver's license.
* Reasoning Ability: Ability to define problems, collect data, establish facts and draw valid
conclusions. Ability to interpret an extensive variety of technical and business information
and deal with several abstract and concrete variables.
* Computer Applications Skills: Ability to work with Microsoft, Salesforce, SAP and all
standard current computer applications.