JOB DESCRIPTION

Bendix Commercial Vehicle Systems develops and supplies leading-edge active safety technologies, air brake charging and control systems and components under the Bendix® brand name for medium- and heavy-duty trucks, tractors, trailers, buses and other commercial vehicles throughout North America.

Our Customer Excellence team has a razor sharp focus to further strengthen the linkage between our customers and our business. The team brings together complementary operations across our company to refine our forward-facing customer focus approach and to achieve greater synergies. Customer Excellence is a solid commitment by Bendix to bring to life a holistic methodology aimed at outstanding customer service, flexibility, and responsiveness. With an approach that is people-oriented, performance-driven, and customer-first, the CUSTOMER SERVICE REPRESENTATIVE role is critical to achieve our goals.

• This position provides world class customer service to assigned customers, being responsible for day-to-day management of Customer Service functions. This position manages all assigned customer programs along with all its customer service issues regarding order management and fulfillment, providing visibility, and escalation when required, of customer requirements to the organization.

• DAY-TO-DAY: Lead assigned customer accounts day-to-day activities to meet / exceed expectations regarding order management and fulfillment. Provide world class customer service, anticipating customer information needs and responding to them with unmatched fast response time. Some of the Daily activities are as follows:

• Manage customer orders escalating issues and interfacing with multiple departments as needed.

• Run required daily reports and maintain orders tracking tools.

• Clearly communicate order/shipment status, responding timely to customer inquiries.

• VOICE OF THE CUSTOMER: As part of the Customer Excellence Group, this position represents the voice of the customer, ensuring that our organization has visibility of customer’s current and future requirements. This position acts as customer liaison between multiple departments as needed providing visibility of current and future needs / issues with assigned customers, escalating customer issues and participating in different teams to resolve them.

• COMMUNICATION: This position operates the day-to-day communication process with customers to keep them informed on parts delivery status and timely addressing order management and fulfillment issues. As part of the communication process, this position utilizes and maintains customer on-line tools (websites).

• DELIVERY PERFORMANCE DEVIATIONS: In case of order management and fulfillment deviations, this position will either address or escalate them, working with key stakeholders (PBT / CoCs / Plants / SCE / Distribution Centers / Sales / Customers) to address and solve them, keeping customers informed and updated as we make progress.

• CONTINUOUS IMPROVEMENT:

  • PROCESS IMPROVEMENT: Analyze customer service errors using quality tools to identify root causes and to define permanent corrective actions. Support systems / processes improvements that will drive better customer order processing and customer expectations alignment / management (i.e.: reducing / eliminating manual work and providing better visibility to customer orders and their potential delivery issues).
  • METRICS: Maintain the required metrics to measure customer service quality aspects that will lead to customer satisfaction (order processing errors, average response time on information needs, telephone average waiting time, on time delivery, shipping errors, past due backlog and any other relevant metric).
  • TRACKING TOOLS: Maintain the required tracking tools to provide short & midterm visibility of customer requirements and past due.
  • SCORECARDS: Maintain assigned customer scorecards using internal and external (provided by customer) data, analyzing and reporting order management and fulfillment performance.

  REQUIRED SKILLS 

• Strong analytical skills.

• Strong organization skills that facilitate the ability to MULTI-TASK.

• Excellent interpersonal, written, and oral communication skills.

• Customer oriented.

• Skills to work well under pressure and multiple demands.

• Good emotional intelligence skills to properly manage conflict.

• Proficient in software applications including Word, Advanced Excel & PowerPoint.

• Previous ERP experience (SAP preferred)

• Team player with the ability to work independently with minimal guidance.

• Fluent in English. Bi-lingual a plus.

• Basic knowledge of automotive or trucking industry preferred.

• Experience with EDI transactions preferred.

• Knowledgeable of order entry and distribution processes preferred.

REQUIRED EXPERIENCE

• Minimum of 3-5 years of OEM Account Management experience preferred.
• Bachelor’s degree required
• Automotive or related industry preferred.
• Six Sigma Greenbelt certification preferred.

Required Skills

REQUIRED SKILLS 

• Strong analytical skills.
• Strong organization skills that facilitate the ability to MULTI-TASK.
• Excellent interpersonal, written, and oral communication skills.
• Customer oriented.
• Skills to work well under pressure and multiple demands.
• Good emotional intelligence skills to properly manage conflict.
• Proficient in software applications including Word, Advanced Excel & PowerPoint.
• Previous ERP experience (SAP preferred)
• Team player with the ability to work independently with minimal guidance.
• Fluent in English. Bi-lingual a plus.
• Basic knowledge of automotive or trucking industry preferred.
• Experience with EDI transactions preferred.
• Knowledgeable of order entry and distribution processes preferred.

Required Experience

REQUIRED EXPERIENCE

• Minimum of 3-5 years of OEM Account Management experience preferred.
• Bachelor’s degree required
• Automotive or related industry preferred.
• Six Sigma Greenbelt certification preferred.

REQUIRED SKILLS 

• Strong analytical skills.
• Strong organization skills that facilitate the ability to MULTI-TASK.
• Excellent interpersonal, written, and oral communication skills.
• Customer oriented.
• Skills to work well under pressure and multiple demands.
• Good emotional intelligence skills to properly manage conflict.
• Proficient in software applications including Word, Advanced Excel & PowerPoint.
• Previous ERP experience (SAP preferred)
• Team player with the ability to work independently with minimal guidance.
• Fluent in English. Bi-lingual a plus.
• Basic knowledge of automotive or trucking industry preferred.
• Experience with EDI transactions preferred.
• Knowledgeable of order entry and distribution processes preferred.