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Customer Service Representative
Ref No.: 18-00489
Location: Madison Heights, Michigan
Position Type:Full Time/Contract
Start Date / End Date: 02/05/2018 to 07/31/2018
• Accountable for driving operational excellence and improving customer centric partnerships through the execution of premier service delivery. • Use their judgment and knowledge of strategic plans for each customer to respond to requests for orders, technical support and other services. • Make appropriate service decisions based on knowledge of the business strategy and goals for each customer and product. • Manage customer expectations by clearly communicating our commitments to the customer (ie. Delivery dates or problems resolution) and by promptly updating the customer with changes in status. • Recommend process changes to increase efficiency of operations and service to customers. • Comprehends and can follow well defined and documented systems, related instructions and operational procedures. • Develops and maintains pro-active business relationships with customers, and where applicable, Key Account Management (KAM) decision makers and sales representatives. Independently and effectively prioritize daily tasks, and follow up on resolutions that ensure customer satisfaction.

• A college degree and/or significant demonstrated experience in a customer service role in the industrial manufacturing sector, preferred. • Experience in customer care having demonstrated a commitment to customer loyalty, advocacy, engagement, and retention. • Experience with SAP, or other manufacturing related order entry systems desired. • Advanced knowledge of EDI related transactions and issue resolution desired. • Knowledge of Ford DDL, FCA Smart systems a plus • Ability to speak French (Quebecois) a plus. • High aptitude in Supply Chain, Sales and Marketing strategies. • Ability to multi-task and perform effectively under pressure in a fast-paced environment. • Ability to effectively prioritize and escalate customer issues as required. • Excellent communication and presentation skills to effectively respond to customer's requests or explain solutions to complaints/issues.