Sr Customer Service Rep, HY

POSITION OVERVIEW:

Under limited supervision, implements processes and procedures to ensure customer inquiries are handled and process appropriately for both International and domestic customers.  Creates reports on key service performance metrics to streamline the customer service function.  Deliver the utmost professional service to external and internal customers.  Proactive thinker working independently and embraces technology with a focus on Customer Relationship Management (CRM) systems.

KNOWLEDGE, SKILLS, ABILITIES, EXPERIENCE & CERTIFICATES:

Leads continuous improvement by assessing processes and procedures and service levels for external and internal stakeholders across a matrix organization.   Recommends changes to senior leadership.  

Provides guidance and technical knowledge to internal staff in understanding of the organizations’ product offering across the organization.  Guides peers in the logistics of customer shipments. 

Partners with the Credit Department to ensure customers have required credit to process orders.

Generates, tracks and reports on key service performance metrics to deliver exceptional service to internal and external customers.
 
Assesses production orders and expedites delivery per customer requests.  Evaluates base business contracts.

Ensures customers’ orders are coded and processed according to order, including releasing orders.

Prepares and negotiates customer quotations and proposals.
 
Manages the purchase and telephone sales orders from customers, as well as completing drafts from sales staff and arranges sustaining record of order.

Establishes and maintains quality standards by developing and ensuring compliance with customer service and process standards through reviews, technical and call observation audits, reports, and practices.

Participates in company meetings to exchange product information and coordinate work activities with other corporate departments across a matrix organization. 

Bachelor’s degree in Business Administration, Marketing, or related field; and 5 years’ experience in a manufacturing environment; or equivalent combination of education and experience.

Ability to influence peers, less-experienced staff, and internal and external stakeholders to provide the utmost service levels and foster a team environment within the organization. 

Strong ability to identify business problems, issues and/or errors and research, analyze and find solutions according to Nitto’s Business Conduct Guidelines and ethical standards.

Advanced skills in Microsoft Office suite such as Word, Excel, Outlook, PowerPoint, and enterprise software such as JD Edwards, including CRM and Power BI systems. Ability work with systems as a super user.  
  
Exceptional organizational skills, strong attention to details, high accuracy, and strong follow through.

Remarkable critical thinking skills along with outstanding problem analysis and solving.

Advanced ability to communicate sales and technical records clearly in the English language in speaking and writing to internal and external customers of diverse native languages, cultures, and technical abilities, including global customers or global employees of the organization. 

Ability to multi-task with flexibility in responding to rapidly changing, dynamic processes and demands; effectively prioritize based on critical and urgent needs. 

Understand and follow standard operating and safety procedures.
 
Must be able to meet physical demands and work environment requirements.