Senior Customer Service Specialist
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Elgin, IL 60123
At HARTING, we want to be a trusted partner to our customers and build long term relationships.The HARTING North America Customer Relations Team is committed to driving our customers’ success. We strive to create a personalized and exceptional customer experience that strengthens customer loyalty. We are the customer voice, and we are here to inspire the organization to innovate and drive continuous improvement.
If you are passionate about taking care of your customers, helping them find solutions and be successful. HARTING is the right company for you. We provide the highest level of customer support by using strong customer satisfaction focus, relationship building skills and strong business acumen. You must be able to independently manage complex Tier 1 & 2 accounts, develop and maintain customer excellence via phone, e-mail or echat, by meeting and exceeding customer requirements in an expeditious manner. You must also assume ownership of the overall service level provided to customer, including but not limited to processing orders, requests and or complaints. You’ll be required to work with appropriate departments by prioritizing actions & activities to resolve customer requests and or issues in a timely fashion. Also, you’ll be responsible for Following up and following through with all involved parties to insure satisfactory and timely resolution.
Support existing customer base with pricing, lead times, order status, open order and change reports and expedites to ensure customer satisfaction.
Responsible to follow up regularly with customer base as it relates to the service level provided and customer satisfaction. Communicate customer feedback to Customer Relations Management in order to develop processes for better servicing of customers.
Promote eBusiness and provides first-level support for eBusiness users
Attend daily and weekly production meetings to review production schedule, confirmation status, schedule changes including production delays and expedites. Track production schedule to ensure proper and timely communication to the customer.
Responsible for processing, monitoring and resolving day to day operational issues such as backorders, shipping and billing discrepancies, return orders and complaints in an accurate and timely manner. Develop corrective and preventive action plans, working with the Customer Relations Manager and Process Manager as needed.
Implement and monitor forecasting and stocking programs as put in place by the Sales and Customer Relations Management team.
Participate in contact center log in to assist customer needs and facilitate the transfer to other departments as needed
Recommend process improvements to improve customer satisfaction and profitability.
Maintain contact information in customer master data to ensure the customer receives order confirmation and invoices.
Support with daily monitoring of order confirmations and deliveries utilizing reporting tools. Align allocation priorities to sales orders to ensure delivery timelines are met in the most efficient manner. Work with Supply Chain, Operations, Warehouse, Product Management and Customer Relations Management on order confirmations, expedites and escalations, ensuring proactive, consistent and timely communication to the customer.
Support processing purchase orders (OCR, EDI, smartEDI, eShop and hard copy) and change orders in compliance with ISO procedures, verifying PO completeness and accuracy in a timely manner. Confirm purchase orders and changes to the customer in a timely manner.
Participates and logs into eChat on line daily
Limited technical calls to be handled as product training is given
Excellent verbal and written communication skills.
Strong customer focus and relationship building skills
Strong problem analysis and problem solving skills. Attention to detail and accuracy.
Excellent organization and time management skills
Solid understanding of business conditions and environment in industrial organization
Computer proficient with Excel, Word and Outlook (MS Office).
Prior Knowledge of SAP REQUIRED, SAP R/3 preferred
Business Certificate and/or associated degree preferable.
5+ years of customer service or equivalent combination of education/training in a manufacturing / industrial environment.