Customer Service

POSITION SUMMARY:

Customer Service is responsible for handling all incoming customer orders and insure on time delivery.

RESPONSIBILITIES/DUTIES:

• Responsible for checking customer portals each morning to ensure the shipments for that day meet the customer needs
• Chrysler SMART checks must be done every 2 hours per customer requirements. Any shortages or pilot tickets must be answered by 10:59am
• Ford DDL/eDDL checks must be done every 2 hours per customer requirements. Any shortages or pilot tickets must be answered by 10:59am
• Responsible for communicating with the correct individual (Engineering, Program managers, etc.) for any Ford GPIRS/Chrysler Pilot orders to ensure on time delivery
• After shipments have been ASN’d, check customer portals for verification that ASN was received. If ASN does not export, a manual must be sent through iConnect within 30 minutes
• Each Monday morning, customer service is responsible for viewing the DRIVE and Super-G screens for any violations. Dispute all violations received from the customer by the end of the week for Chrysler and the following week for Ford or when their dispute window opens. Screen prints of these screens must be sent to the plant manager by the end of the day
• View QAD eCommerce screen for any failed files that have been received overnight. Respond to these errors in a timely manner
• Set up new sales orders and enter releases into QAD for new customers. Make sure that all other QAD screens have been set up (customer, ship-to, packaging, pricing) prior to first time shipments
• Manually enter all requirements for those customers not EDI capable
• QAD housekeeping – end effect all old sales orders, delete all old customer requirements, obsolete all old part numbers, etc.
• Fill in for Materials Analyst and Materials Scheduler as needed
• Attend any meetings that are required
• Attend any training that would be pertinent to the position

• Able to communicate well with all individuals in all departments
• Ability to work in a fast paced/high stress environment
• Able to complete basic math skills
• The ability to stay focused and organized
• Able to understand basic functions of QAD MRP system
• Extensive knowledge of customer portals and the screens associated with each task performed
• Must have excellent attendance record

REQUIRED EDUCATION, EXPERIENCE & TRAINING:

• 2 years of college & 3 years related experience or high school diploma and 5 years related experience
• Good working knowledge of Excel & MS Office Products
• Working knowledge of QAD is a plus
• Familiarity with customer portals (Ford, Chrysler, GM, Nissan, etc).