What are the responsibilities and job description for the Customer Service Coordinator position at Litens Automotive Group?
Who is Litens Aftermarket?
The Litens Aftermarket Network is a $200 million dollar business segment of Litens Automotive ($1 Billion) located in Canada. We are a small, dynamic, close-knit organization structured to take advantage of corporate products and services without the large corporation restrictions.
Our parent, Litens Automotive, located in Canada, serves the global automotive original equipment market segment. Since inventing the automatic belt tensioner in 1979, Litens Automotive has historically maintained a 50% global market share for belt tensioning product manufactured for customers like Ford, Toyota, Honda, GM, Chrysler, BMW, etc.
Litens Aftermarket, was established in 2003. We differentiate ourselves in the market by providing a quality line of original equipment type belt tensioning devices, exceptional customer service, innovative products & programs, and the best technical product knowledge in the industry. Our office is in Farmington Hills, MI.
Why Join Litens?
Join Litens Logistics team as a Customer Service Coordinator. The Customer Service Coordinator is responsible for managing the operational link between customers, sales, and the supply chain. This role focuses on analyzing order trends, managing inventory allocations, and identifying systemic issues in the "order-to-delivery" cycle. You will use data to ensure that parts reach distributors or retailers on time and resolve high-level discrepancies that impact customer satisfaction.
What will you do?
• Order Management & Analysis: Monitor and process customer orders via EDI (Electronic Data Interchange) or ERP systems (NAV). Identify and resolve order errors, pricing discrepancies, and shipping delays.
• Customer Setup: Ensure all customer records are created/updated as necessary with all key information, including but not limited to contact information, address, EDI setup/ management, etc... for processing orders properly.
• Customer Invoicing: Invoice customers daily based on warehouse shipping reports
• Performance Reporting: Develop and distribute weekly KPIs, including fill rates, backorder status, on-time delivery (OTD) metrics, and return rates.
• Inventory & Allocation: Collaborate with the warehouse and supply chain teams to manage stock levels. During part shortages, you will analyze customer priority and allocate available stock fairly.
• Root Cause Analysis: Investigate recurring issues, such as frequent part returns or shipping damages, customer forecast vs. actual variances, and propose process improvements to the Operations Director or Supply Chain Manager.
• Liaison Role: Serve as the primary point of contact for all customers, providing updates on product availability, lead times, order status, invoices, etc.
• Return/Claim Management: Oversee the processing of core returns, warranty claims, annual returns, customer fines/chargebacks, etc... ensuring they align with company policy.
• Change-over administration: Serve as the main contact for the new customer conversions process.
• Other duties as assigned
What will you bring?
• Experience: 1-3 years in customer service, logistics, or sales support. Automotive Aftermarket experience in automotive parts, applications, or North American aftermarket distribution model is a plus.
• Technical Proficiency: Strong command of ERP systems and advanced Microsoft Excel (pivot tables, VLOOKUPs, and data visualization).
• Analytical Mindset: Ability to spot trends in large datasets and translate them into actionable business insights.
• Communication: Excellent verbal and written skills for navigating complex issues with both internal teams and external customers.
Additional Information:
- Accommodations for disabilities in relation to the job selection process are available upon request.