Sensata Technologies Jobs

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Sensata Technologies, Inc. Customer Service Representative in Aguascalientes, Mexico

Job Posting End Date:

2022-02-07-08:00

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The Customer Service Representative is responsible for interacting with key customers to provide information, support and problem resolution to inquiries and order status. The Customer Service Representative serves as the customer’s main point of contact for delivery and order status. The CSR maintains proactive communication and acts on customer inquiries in an efficient and timely manner. Builds strong partnership internally with production, planning, logistics and business functions to identify and drive alternatives to deliver the customer order requirements.

The Customer Service representative is able to use judgement based on defined practices, demonstrate decision-making in critical supply situations and contribute to delivery improvement initiatives for key accounts. The Customer Service representative can present dashboard and delivery data during Management reviews.

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General Responsibilities

  • Serves as customers main point of contact related to delivery and order status for assigned customer portfolio

  • Provides guidance to customers about quantities on stock, required time to produce and deliver. Reviews customer requests related to production leadtime, assess transportation mode and service to be used based on customer coverage

  • Reviews daily customer demand and validates deviations, also subject to specific customer needs

  • Ensures proactive internal notification of customer delivery risk following Customer Impact Alert processas well as sending a proactive external notification to customers on supply risk minimum 1 week prior to the customer order schedule date

  • Collaborates on the planning of internal meetings to provide critical customer account feedback as it relates to minimum customer production requirements. Update supply coverage overview based on production plan and customer needs

  • Review regularly and assist in the timely resolution of customer concerns/ claims/ cares on the portals related to the delivery process

  • Executes manual order entry process withing required timeline and accuracy

  • Communicates with customers in the event of inventory opportunities of supplying orders at an earlier time

  • Identifies pull-in opportunities based on specific customer logistics / flexibility agreements

  • Communicates customers first / last shipments from phase in / phase out material

  • Organizes timely reviews and investigations of root cause for customer short-payments

  • Approve / reject chargebacks and submits respective debit / credit memos, when applicable

  • Collaborates with planning and /or logistics teams to ensure execution of shipments, per customer needs / requests and follow up with customer needed information

  • Collaborates with customers to determine shipping method

Experience / Qualifications

  • A university degree and 2-4 years of experience (i.e. Bachelors degree) or a graduate degree and 0-2 years of experience (i.e. Masters degree)

  • Must be a team player able to work in a fast-paced environment with demonstrated ability to handle multiple competing tasks and demands

  • Strong communication skills; oral, written and presentation

  • Strong organization, planning and time management skills to achieve results

  • Strong personal and professional ethical values and integrity

  • Holds self-accountable to achieving goals and standards

  • Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel)

  • Strong interpersonal & collaboration skills to work effectively with all levels of the organization including suppliers and/or external customers

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Job Responsibilities *

Serves as Customer’s main point of contact and can be assigned to key accounts Provides guidance to customers about quantities on stock, required time to produce and deliver. Negotiates customer requests related to production leadtime, transportation mode and service based on customer coverage Monitors and drives the progress of the production process:

  • Reviews daily customer demand and validates deviations for up to 3 months ahead

  • Ensures proactive internal notification of customer delivery risk following Customer Impact Alert process

  • Ensures proactive external notification to customers on supply risk minimum 1 week prior to the customer order schedule date

During constrained supply situations, take active participation in internal meetings to provide critical customer account feedback as it relates to minimum customer production requirements. Build and update supply coverage overview based on production plan and customer needs. During constrained supply situations, leads efforts on regional level as an allocation champion working with the Global allocation champion, Planning and Manufacturing teams in executing to the allocation plan. Responsible for Customer Portal Management process related to Delivery

  • Complete and present Customer Scorecard monthly with NOTD pareto and customer portal rate, where available

  • Manage delivery/ logistics sections of customer portals, where applicable

  • Demonstrate solid understanding of customer requirements and delivery precision criteria

  • Review regularly and resolves timely customer concerns/ claims/ cares on the portals related to the delivery process

  • Coordinate internal actions related to delivery improvement initiatives for key customer accounts

Order Management responsibilities and activities related to achieving OTD target and reducing DLQ

  • Ensure date management guidelines are followed on 100%

  • Review daily report on Open deliveries in Firm status pending customer collection and manage PD of orders packed and announced on time to forwarders but not collected

  • Update NOTD codes in Oracle timely

  • Execute manual order entry process within required timeline and accuracy

  • Ensure ISO backlog is aligned with SO backlog

  • Review and manage EDI exceptions regularly, where applicable

  • May be assigned management of customers on consignment/ 3PL/ JIT delivery mode where responsibility is to maintain supply and replenishment of inventory levels as per contractual agreement

Demonstrate expertise in one or two OM processes and/ or other areas within the scope of CS NR optimization (pull-in) activities at month/ quarter-end

  • Communicate with production sites customer readiness to pull-in demand in order to request earlier order fulfillment

  • Negotiate with and influence customers to pull-in orders into current month/ quarter, where applicable

  • Identify pull-in opportunity based on specific customer logistics/ flexibility agreements

  • Regular update of pull-in files to reflect customer feedback on pull-in requests and progress made

Work with Project Management Team (PMT) on customer order management around NPD & CM projects

  • Provide demand visibility to Production site during phase-in/phase-out project and align with customer demand to committed SOP

  • Build and maintain a supply coverage overview representing CM/ NPD plan

Chargeback resolution responsibilities

  • Timely review and investigation of root cause for customer short-payments, where applicable

  • Approve/ reject chargebacks on SHP and submit respective debit/ credit memo, where applicable

  • Request and define permanent corrective actions internally to avoid reoccurrence and request process improvement

Coordinate shipping arrangements

  • Coordinate with Planning and/ or Logistics teams to ensure execution of shipments as per customer needs/ request, and follow-up with customer with needed information

  • Coordinate with customers shipping method

Experience / Qualifications*

  • Bachelor’s degree in Business Administration, Economics, Logistics, Supply Chain, Industrial Engineering or related degree

  • 2-4 years of previous Customer Service experience

  • Strong ability to effectively communicate both verbally and written in English and a second non-native language (optional)

  • Proficiency in Microsoft Office

  • Strong ability to communicate data and recommend conclusions

  • Experience with analytical supply/demand analysis and good understanding of Supply Chain processes

  • Ability to navigate through multiple tools/ platforms and work with an ERP system

Interpersonal skills

  • Strong communication and inter-personal skills

  • Keen problem solver in a dynamic environment

  • Negotiation skills

  • Results-oriented with willingness to take initiative

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Smarter Together

  • Collaborating at Sensata means working with some of the world’s most talented people in an enriching environment that is constantly pushing towards the next best thing.

  • Employees work across functions, countries and cultures gaining new perspectives through mutual respect and open communication.

  • As OneSensata, we are working together to make things work together

NOTE: If you are a current Sensata employee (or one of our Affiliates), please back out of this application and log into Workday via the Company Intranet to apply directly. Type "FIND JOBS" in the Workday search bar.

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We are ready for the next century.

Our vision is to be a world leader in mission-critical sensing and electrical protection while satisfying the world’s growing need for safety, efficiency and a clean environment and being a partner, employer and neighbor of choice. Our sensors are the fundamental building blocks needed for a smart, connected, electrified and, ultimately, autonomous world. Click here to find out more about our Future Focus (https://www.sensata.com/about#future)

Sensing is what we do.

In fact, our name Sensata comes from the Latin word sensate for ‘those gifted with sense’. Our focus on sensing is also reflected in our logo, which spells Sensata in Braille.

Sensata Technologies is a world leader and early innovator in mission-critical sensors and controls designed to make the world cleaner, safer and more efficient. Mission-critical means products that are essential and difficult to do. You’ll find our 47,000 unique products in many applications anywhere from automotive braking systems to aircraft flight controls.

Sensata devices are in systems that protect people and the environment, so what we do matters. We take pride in knowing our technologies improve safety, efficiency and comfort for millions of people every day.

Note to applicants for positions in the United States: Sensata Technologies, Inc. (US) is proud to be an Equal Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.

View The EEO is the Law poster (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) and its supplement (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) .

Sensata Technologies, Inc. (US) participates in E-Verify. View the E-Verify posters (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf)

If you are an individual who requires a reasonable accommodation in connection with the hiring process and/or to perform the essential functions of the position for which you applied, please contact accommodations@sensata.com .

Note to applicants for positions in the United States:

  • Sensata Technologies, Inc. (US) is proud to be an Equal Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.

  • View The EEO is the Law poster (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) and its supplement (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) .

  • Sensata Technologies, Inc. (US) participates in E-Verify. View the E-Verify posters (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf)

Diversity Statement

We are dedicated to ensuring our employees feel a sense of belonging (https://www.sensata.com/sites/default/files/a/Sensata%20DEI%20Policy%20FINAL.pdf) and respect every day. We believe that every individual has unique insights that others can learn from. Working at Sensata means you can bring your whole self to the table. Our goal is to achieve fair representation of women, minorities, veterans, people with disabilities, and all types of diversity among all levels in our organization.

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