Work for the Smart Safety Company

Elkhart Brass in Elkhart, IN is seeking a dynamic Customer Service oriented individual to join the team!

Summary: The Strategic Customer Experience Coordinator is the frontline contact liaison between white glove customers, sales and production. Responsible for maintaining professional relationship to drive internal improvements and provide flawless customer experience in every transaction to assist in sales growth.

Work Hours:

• Expected to work 40-plus hours weekly
• Typically office hours are worked between 7 AM and 6 PM Monday through Friday
• Work hours requirements will vary with business needs

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Customer Order Management (COM)
• Facilitate with Customer Service Representatives customer order management including daily order entry and audits, change orders, credit memos and advance shipping notices
• Coordinate with Production Control lead time, on-time delivery maintained, orders expedited, past due issues resolved
• Coordinate with Accounting invoicing issues
• Coordinate with Quality outside inspection
• Coordinate with Sales before and after sale documentation including certifications
• Inside Sales
• Assist Customer Service Representatives in understanding customer requirements and expectations to recommend specific products and solutions, including alternative Elkhart Brass technology or competitor equivalent based on cost, and availability of specifications.
• Work with Regional Management to drive Sales including entering and maintaining Leads and Opportunities in SalesForce to assist in forecasting
• Basic technical assistance
• Customer Service
• First line of contact via phone or email with all strategic customers
• Maintain customer records by updating account information in Infor XA and Sales Force
• Manage meetings for strategic customers including customer scorecards and production exception management
• Resolve product or service issues by clarifying customer complaints, analyzing root causes, proposing preventative actions, and communicating resolution
• Capture product & service issues in CRM Quality Technical Incident
• Participate in New Product Development
• Proofread Marketing collateral
• Work with Business Unit Leaders, Product Manager, and Regional Sales Manager as requested to maintain EBITDA
• May perform other duties as assigned.
• Adaptability in fast-paced, changing environment
• Remains calm and works well under pressure
• Attention to detail
• Technical Aptitude
• Proactive & Priority Setting
• Process Oriented
• Initiate Continuous improvement
• Continuous learning attitude
• Commitment to success
• Contribute to positive team spirit
• Volunteers readily
• Concern for safety

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree or equivalent combination of education and experience required
• 5 years of customer service experience in manufacturing environment required
• International experience preferred
• Project Management experience preferred
• Functional Competencies
• Ability to professionally convey information clearly, concisely and confidently to customers, executives, leadership, peers and co-workers
• Excellent Interpersonal communication skills including listening, factual, creative writing and effective speaking
• Customer First Mentality
• Business Acumen
• Quality Focus
• Computer Skills
• Proficient in keyboarding required
• Proficient in Microsoft Office required
• Order processing software/ERP systems, AS400 experience preferred
• Internet-based software, including CRM, Sales Force preferred

Working Conditions:

• Physical Demands
• Hearing and vision required
• Verbal communication required
• Literacy required
• English fluency required
• Stays seated for long periods of time
• Lifting up to 25 pounds required

Environmental Conditions:

• Regular work environment (2/3 or more of time)
• Moderate noise level
• Office setting
• Occasionally work environment (up to 1/3 of time)
• Manufacturing setting
• Customer site

Travel Requirements:

• Up to 10% travel may be required

Meet the Smart Safety Company

At Safe Fleet our name says it all. We make fleet vehicles – and everyone in and around them – safer. Our fleet safety platform brings together best-in-class products, ground-breaking technology, and a 100-year history of fleet know-how and innovation to solve the world’s biggest fleet safety problems.

We are re-defining what safety means for fleets of every type – from school buses to waste collection trucks, firefighting to utility vehicles, police cruisers to delivery vans.

We are a fast-growing manufacturing, service, and technology company with over 1700 employees in over 20 locations across Canada and the US. We’re looking for motivated self-starters with innovative thinking to join our team and help us achieve our growth and performance goals.

Sound like you?

At Safe Fleet, you are empowered to build a career that will take you where you want to go. You'll enjoy the freedom to explore new projects, the support to think outside the box and the tools necessary to achieve personal success. We offer a comprehensive compensation package, including Medical, Dental, 401K and bonuses.

We're a background check and pre-hire drug screen company where allowed by law.

*Safe Fleet does not discriminate in hiring or employment on the basis of race, color, religion, gender, marital status, national origin, sexual orientation, age, disability, ancestry veteran status or any other status protected by law.