Customer Service – Order Processing
16 Minutes ago • 5 Years +
Customer Service
Job Description
Responsible for receiving and responding to customer inquiries and complaints, guiding compliant resolution, and acting as a liaison between customers and the factory. This role involves processing new orders, monitoring production and shipments, checking customer requirements, and preparing performance charts. The individual will also coordinate EDI error resolution, manage exception reports, and handle customer claims and demand forecasting.
Must Have:
- Receives and responds to customer inquiries and complaints.
- Responsible for guiding compliant resolution.
- Liaison between customer and factory-order entry.
- Responsible for checking Customer websites for requirements.
- Attends daily shipping meeting.
- Reports out-of-line conditions affecting on-time shipments.
- All order entries pertaining to orders for production, prototypes, and returns.
- Monitors order in direct shipments to customers.
- Calculates and prepares management charts for “on-time shipments” and “customer on-time deliveries”.
- Coordinates with Program/Commercial Managers and IT personnel to resolve EDI errors.
- Generate EDI Error reports (if applicable) -IDOCS.
- Generate "Exception Report" to communicate and coordinate finished goods shipments.
- Attend regularly scheduled "Customer Complaints Meeting".
- Responsible for entering customer related terms into Future3.
- Giving out FFR numbers, calculating and reviewing FFR claims.
- Forecasts customer demand.
- Authorize company induced outbound freight.
- E&O and customer claim process.
- Bachelor’s of Science Degree in Business, Marketing or related field.
- Minimum of five year’s experience in customer service area in transportation type manufacturing setting.
- Good communication skills both oral and written.
Principal Responsibilities
- Receives and responds to customer inquiries and complaints relating to production shipments.
- Responsible for guiding compliant resolution in accordance with company guidelines.
- Liaison between customer and factory-order entry pertaining to new orders, current production, and prototypes.
- Responsible for checking Customer websites for requirements, performance, etc.
- Attends daily shipping meeting.
- Reports out-of-line conditions affecting on-time shipments, and communicates with the customer.
- All order entries pertaining to orders for production, prototypes, and returns, monitors order in direct shipments to customers.
- Calculates and prepares management charts for “on-time shipments” and “customer on-time deliveries”
- Coordinates with Program/Commercial Managers and IT personnel to resolve EDI errors. Generate EDI Error reports (if applicable) -IDOCS
- Generate "Exception Report" to communicate and coordinate finished goods shipments with warehouse personnel to meet “special” customer demands.
- Attend regularly scheduled "Customer Complaints Meeting" to streamline current work processes.
- Responsible for entering customer related terms (such as freight terms, pricing) into Future3.
- Giving out FFR numbers, calculating and reviewing FFR claims.
- Forecasts customer demand
- Authorize company induced outbound freight
- E&O and customer claim process
Education
- Bachelor’s of Science Degree in Business, Marketing or related field
Experience
- Minimum of five year’s experience in customer service area in transportation type manufacturing setting.
Knowledge
- Good communication skills both oral and written.
FUNCTIONAL COMPETENCIES
- Communication
- Analytical Skills
- Decision Making
- Teamwork
- Leadership
- Work under pressure
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