Customer Service Specialist

Techniplas is a global supplier of sophisticated plastic components and design-focused, multifunctional surfaces that are primarily for the automotive sector, as well as the industrial, consumer goods, medical and other markets. The company’s products follow industry trends like weight reduction and vehicle electrification, innovative operating concepts, high-quality surface finishes, and an increasing focus on convenience and safety.

The Techniplas Group runs 30 sites worldwide with production, sales and / or technology hubs and employs just under 4,000 members of staff. The company serves customers and platforms around the world, focusing on technological expertise and collaboration with customers in the fields of design and engineering. Techniplas has long-term relationships with many of the world’s leading automotive and industrial OEMs.

SUMMARY OF POSITION:

The customer service specialist will strive to ensure customer satisfaction is achieved and assist the company in meeting goals for safety, revenue, quality, and receivables.

JOB DUTIES & ESSENTIAL FUNCTIONS:

• Build positive, lasting relationships with customers and internal teams including other company facilities. 
• Manage all aspects of the order cycle such as: PO review for accuracy, order entry, confirmation, order status updates, tracking, and follow up with proactive communication to ensure customer satisfaction.
• Liaise regularly with other functions including: customer service at other locations, credit, logistics, supply chain, operations, and sales to ensure orders are shipped in full and on time to our customers.
• Coordinate with management to authorize expenditures when appropriate to ensure delivery and customer satisfaction levels are maintained.
• Provide expertise and compliance to all pertinent processes, policies, and standards needed to perform responsibilities.
• Effectively manage situations of varying degrees of complexity which could impact the company image and/or sales dollars and cost.
• Initiate the document dispute resolution process as appropriate to ensure customer satisfaction.
• Perform all functions of job responsibilities using various computer applications and channels of communication.
• Confirm/enter 16-week forecast:  Are customer orders in line with tool capacity?
• Process Manual Orders                                          
• First line of communication to customers on concerns, expectations, and delays related to orders.     
• Updates pricing per sales direction in ERP (using check list).                                            
• Lead daily meetings (as required) to understand a week out what orders are looking like in order to communicate any issues to customers.   
• Support RMA process as Quality initiates and issues credit memos. 
• This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

QUALIFICATIONS (KNOWLEDGE, SKILLS & ABILITIES):

• High school diploma is required. 
• 1 - 3 years of customer service/sales experience in an Automotive manufacturing setting is required. Experience working in customer service for a Tier 1 Automotive supplier is preferred. 
• Excellent written and verbal communication skills
• Basic computer skills including Microsoft Office and Excel are required. 
• ERP experience preferred. This position will use Plex ERP. 
• Ability to handle customer complaints professionally.
• Organized and customer-focused, showing functional and technical proficiency in work.
• Demonstrates effective self-management and seeks new challenges that will add value to the organization and personal development.