Sensata Technologies, Inc. Aftermarket EMEA Customer Service Representative in Bergkirchen, Germany
The Customer Service Representative is responsible for for interacting with customers to provide information, support and problem resolution to inquiries and order status. They will serves as the customer’s main point of contact for delivery and order status. The customer service rep 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.
Serves as customers main point of contact related to delivery and order status for assigned customer portfolio
Provide guidance to customers about quantities on stock, required time to produce and deliver. Review 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
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
Participates in timely reviews and investigations of root cause for customer short-payments
Coordinate with planning and /or logistics teams to ensure execution of shipments, per customer needs / requests and follow up with customer needed information
Coordinate with customers to determine shipping method
Experience / Qualifications
A university degree and 0-2 years of experience (i.e. Bachelors 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
Position Summary: This role is highly customer centric and requires dedication to customer satisfaction.
The Customer Service Representative (CSR) is responsible for order fulfillment activities of Aftermarket parts. The CSR will be the first point of contact for established customers and will build strong relationships to serve his/her respective accounts with operative excellence. CSR will work very closely with Sensata’s global planning team to ensure supply of products from manufacturing sites, with logistics team to ensure ontime shipment, and with his/her Inside Sales partners to support maintaining and growing revenue by developing customer intelligence.
Position Responsibilities include, but are not limited to:
Work under the guidance of the EMEA Customer Service & Production Supervisor to assist with daily account management/communication, as well as processing order fulfillment activities.
Perform customer service functions required to support order fulfillment activities.
(Order entry, customer order acknowledgements, tracking customer shipments, etc.).
Work directly with global supply planning teams to ensure product availability according to customer requirements on a daily/weekly/monthly/quarterly basis.
Provide daily/weekly/monthly order schedule to logistics team, monitor and report progress on a daily basis.
Provide and maintain a positive and professional attitude toward customers at all times while responding promptly and fully to customer inquiries/complaints ensuring customer satisfaction.
Develop, maintain, and grow relationships within assigned accounts.
Liaison between Inside Sales, Product Manager, Supply Planning, Logistics and Customer to ensure customer satisfaction.
Assist Inside Sales with onboarding new customers and coordination of logistics/sampling requirements for new business opportunities.
Complete required paperwork and reports due on a weekly/monthly basis.
5 years customer service experience desired, Bachelor of Business Administration or Supply Chain is a plus.
Exceptional vocal and written communication skills.
Willigness and motivation to assist customers at all times.
Ability to maintain professional attitude under stresfull situations until customer satisfaction is ensured.
Excellent problem solving and organizational skills.
Strong collaboration skills with virtual cross-functional teams is a must.
Interest in developing self in account and supply chain management is a plus.
Proficient in information systems MS Office; Oracle/ ERP and Salesforce experience is a plus.
Ability to manage large excel database and extract specific content using Pivot table techniques is required.
Fluency in English and German languagues is required, additional language skill is a plus
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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