Customer Service Rep

Fontana Fasteners • Holly, MI • 1h ago

We believe our employees are the reason for our success, and our compensation and benefits are designed to reflect that belief.

Job Description

At Acument Global Technologies, we count on our customer service department to interact professionally with our valued customers. We are looking for a highly skilled Customer Service Representative to join our team in Holly, MI. Customer Service Representatives are responsible for managing inbound and outbound phone calls, email requests, customer orders and any customer reported concerns with a friendly, helpful approach. The ideal candidate is a quick learner and natural problem solver who takes the initiative to resolve customer issues. The most successful representatives have the communication and interpersonal skills needed to provide support, actively listen, answer questions, and resolve matters in an efficient manner. Serving as the voice and face of our company, he or she will be integral to providing exceptional customer service to Acument's customers.

Objectives of this Role

Customer order accuracy

Clear, effective and timely communication with internal and external customers

Identify and address customer needs with the appropriate departments

Meet customer service department KPI's

Peform assigned duties with minimal supervision

Recommend process improvements to promote increased efficiency

Daily and Weekly Responsibilities

Enters manual customer orders into the MRP system and reviews data entry for accuracy.

Assures all forecasting for assigned customers is correct to support ordering and planning processes at our multiple manufacturing facilities.

Issue picklists on a daily basis for all shipments scheduled to pick up the next day.

Identify part shortages during the creation of the picklist and add them to the daily Shortage report.

Attend a daily meeting with the production control teams to review part shortages.

Ensure clear and timely communication with assigned customers via email / phone on inquires, orders, product quality, delivery, availability of product, credit hold status and any other issues or questions that may arise.

Responsible for communicating SOP and EOP customer requirements as well as preventing obsolete inventory.

Focus on KPI's such as Premium Freight cost avoidance, Customer Service caused premium freight moves, facilitate converting manual release customers to EDI and tracking break-in quotes for Customer Demand variation.

Set up MRP system with the customer defined logistics routing information.

Review customer EDI error reports and work with sales coordinators to process the orders.

Be able to communicate effectively and work with multiple departments / facilities within the company

Qualifications / Skills

2+ years of automotive customer service experience

Analytical and problem solving skills

Strong organizational skills and attention to detail

Ability to take initiative and work with limited supervision

Ability to multi-task

Ability to work effectively with a team

Must have strong written and verbal communication skills

Must be proactive

Computer and phone skills

We consider all applicants without regard to race, color, religion, national origin, sex, age, sexual orientation, marital status, handicap, genetic infiltration, disability or status as a veteran. Fontana reserves the right to require a drug screening at any time during the employment process.

Job Details

Job Family MKT Analyst/Specialist - Inter

Job Function CSR - Customer Service

Pay Type Salary

Travel Required No

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