Customer Service Representative

Role and Responsibilities

• Process orders, including resolving purchase order discrepancies and communicating changes.
• Prepare correspondence and fulfill customer needs to ensure the highest level of customer service.
• Review PO contracts for accuracy, including pricing, terms, item/rev level, MOQ, and lead times.
• Implement changes to sales orders and communicate with the customer during the placement and acceptance of the order.
• Maintain orders to prevent potential obsolescence and contribute to build-out activities.
• Monitor and review engineering change notices (ECNs) on orders in process and notify the customer as needed.
• Review product returns with quality assurance, communicate with the customer, and create replacement orders if necessary.
• Partner with shipping and transportation to troubleshoot issues and communicate with external customers.
• Maintain a positive, empathetic, and professional attitude toward customers (internal and external).
• Provide USMCA/NAFTA documentation for customers as requested.
• Assist with special projects as requested by management.

Qualifications and Education Requirements

• Associate degree or equivalent from two-year College or technical school; or 2-3 years of Customer Service experience with a Tier-1 Automotive supplier or equivalent combination of education and experience.
• All required WilbertU Courses based on job title.
• Strong written communication skills including ability to write routine reports and correspondence.
• Strong verbal communication skills including speaking before groups of customers or employees.
• Strong phone contact handling skills and active listening skills.
• Proven customer support experience and ability to remain professional and courteous with customers at all times.
• Above average proficiency in office systems software – word processing, spreadsheets, database.
• Ability to calculate figures and amounts using basic algebra and geometry.
• Proficient data mining capabilities.
• Ability to read and interpret documents and instructions furnished in written, oral, diagram, or schedule format.
• Strong problem-solving skills including the ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to work independently or within a group setting.