Posted on 09/29/2017

Customer Service Specialist

HARTING - Elgin, IL

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Job Description

HARTING USA is the North American subsidiary of HARTING, a German-based global leader in the connector industry. We develop, manufacture and sell the world’s most durable and reliable products and solutions for use in mechanical and plant engineering, broadcast and entertainment, factory automation, power generation and distribution as well as industrial electronics and telecommunication.

As a Customer Service Representative, you will work to provide the highest level of customer support by using strong customer satisfaction focus, relationship building skills, and strong business acumen. This position will develop and maintain excellent customer relations via phone, e-mail, or echat to input orders and address customer requests and complaints. It is vital to be able to prioritize activities and follow up with all involved parties to ensure satisfactory and timely resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Process and confirm purchase orders (EDI, smartEDI, eShop and hard copy) and change orders in compliance with ISO procedures, verifying PO completeness and accuracy in a timely manner.

  • Daily monitor 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 Service Management on order confirmations, expedites and escalations, ensuring proactive, consistent and timely communication to the customer.

  • Attend daily and weekly production meeting 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 Service Supervisor.

  • Implement and monitor forecasting and stocking programs as put in place by the Sales and Customer Service Management team.

  • Recommend process improvements to improve customer satisfaction and profitability.

  • Supports existing customer base with pricing, lead times, order status, open order and change reports and expedites to ensure customer satisfaction.

  • Process sample requests within department guidelines, promote eBusiness, and provides first-level support for eBusiness customers

  • Assist Inside Sales Representatives with the handling of ACD overflow phone calls

 

BENEFITS

HARTING, Inc. offers an attractive total compensation package and employee benefits including 18 days PTO (paid time off), medical, dental, prescription, vision, life, disability, 401(k) and 4% safe harbor employer match.

Job Requirements

QUALIFICATIONS

  • Excellent verbal and written communication skills.

  • Strong problem solving skills, attention to detail and accuracy, and time management skills

  • Solid understanding of industrial/manufacturing business organizations

  • Prior Knowledge of SAP R/3 / SAP CRM and e-commerce desirable

  • 2+ years of customer service or inside sales experience

  • Proficient with Microsoft Excel

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