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Customer Service Team Lead
Válasz a hirdetésre, COR tasks
- Answer customer incoming calls/chat/emails.
- Enters orders into ERP system.
- Upsell placing orders of danaaftermarket.com.
- Review and resolve blocked orders.
- Responds to price, availability, and inquiries.
- Handles delivery improvement requests.
- Coordinates open order and back-order follow-up.
- Past due customer communication.
- EDI/Teccom process knowledge
- Provides EDI/teccom/Weco support & resolves reject errors.
- Resolve ASN issues.
- Coordinates shortage, overage, damage claims and returns.
- Works with sales, accounting, and product management to resolve debits, credits, and warranty related issues.
- Schedules and executes shipments in cooperation with logistics, customers, and forwarders.
- Handles invoicing and shipping documents.
- Handles shipment tracking.
- receivable.
- Participates on occasional projects upon need; supports ASMs with price lists and statistics.
Team Lead tasks
- Perform COR tasks if/as needed.
- Motivate and encourage team members through positive communication and feedback.
- Manage daily operations including monitoring of team performance metrics.
- Conduct daily communication huddles.
- Track and approve employee attendance, vacations, sick time, etc.
- Provide input for performance reviews for employees.
- Assist in new process development implementation and review.
- Lead special project work functions.
- Data analysis and process improvement recommendations.
- Assist with daily case volume as needed.
- Minimum Bachelor’s degree.
- 5+ years customer service experience in a manufacturing/distribution environment, in lieu of degree.
- Experience with SAP, Salesforce, SharePoint, and Microsoft Office a plus.
- Clear understanding of Customer Service processes with a focus to continually define & improve.
- A passion to ensure customers are delighted with our service.
- Data analysis ability with root cause problem solving skills.
- Knowledge of Dana products a plus
- Top oral & written communication skills
- Good organizational, Time Management and planning skills
- EDI process knowledge a plus
- Ability to Logically delegate Tasks
- Ability to multi-task.
- Strong interpersonal Skills
- Ability to absorb new information in a fast-paced environment.
- Effective oral and written communication skills
- Good telephone skills/conflict resolution skills
- Organized and able to shift priorities based on business needs.
- Process and Continuous Improvement mind set.
- Produce performance reviews as established by Leadership.
- Excellent English language skills, both written and spoken
- Good German language skills, both written and spoken.
- French, Spanish and Russian language skills as a plus.
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