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Customer Service - Shipping/Service Team Lead

GKN

Woodridge, United States of America

Role Purpose
This position is responsible for all customer service related activities, working and planning in collaboration with the account managers and purchasing, planning, production, supply chain, and accounting departments as well as other internal operations as needed. Directs and coordinates activities of employees engaged in customer service and in the shipping/service function. This includes the supervision of day to day CSR and shipping/service team activities, the assignment, instruction and development of these employees.

Key Responsibilities
Provides uncompromising service to all customers through accurate and timely processing of orders, shipments and inquiries.

Records and processes orders and/or inquiries received via EDI, email, telephone, and/or through personal customer contact.

Provides pricing, availability, and schedule information within established guidelines.

Checks and approves credit within established limitations and confirms orders.

Researches and obtains resolution of variety of customer complaints and issues.

Serves as communication link between customers and sales staff to assure responsiveness.

Tracks order activity and alerts appropriate staff of any potential delivery problems

Expedites the delivery of selected orders.

Coordinate with all departments to ensure fulfilment of customer requests.

Resolution of technical difficulties and issues with the customer.

Responsible for Customer Service Representatives and shall provide leadership, vision and direction; select, train, develop, motivate and manage the performance and engagement of CSR’s

Manages all facets of the shipping / service team

Complete special projects or tasks as assigned by the Material & Procurement Manager.

Qualifications / Experience / Skills
Four (4) year college degree (BA/BS) with two years’ experience and/or equivalent combination of education and experience

Customer Service experiences in a manufacturing business a plus.

Able to build effective relationships with customer contacts and maintain personal interaction with top accounts.

Professional verbal and written communication skills.

Technical interest regarding products, drawings and common PC Systems, knowledge of 4th shift or ERP systems a plus.

Positive outgoing behaviour and an ability to work well with others.

Ability to work well under pressure in a fast paced and high pressure environment


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