Job Description
Bendix Commercial Vehicle Systems develops and supplies leading-edge active safety technologies, air brake charging and control systems and components under the Bendix® brand name for medium- and heavy-duty trucks, tractors, trailers, buses and other commercial vehicles throughout North America.
Our Customer Excellence team has a razor sharp focus on bringing together complementary operations across our company; on refining our forward-facing customer approach by bundling engineering services with customer services to achieve greater synergy, efficiency, and overall continuity; and on streamlining, best practices, and continuous improvement opportunities to further strengthen our linkage between our customers and our business.
Customer Excellence is a solid commitment on the part of Bendix to bring to life a holistic, life cycle philosophy and methodology aimed at outstanding customer service, flexibility, and responsiveness. We are a people-oriented, performance-driven, customer-first organization where the Customer Service Manager role is critical to achieve our goals.
Position Summary:
Responsible for strategic leadership and day-to-day management of Customer Service functions for assigned Customer Service Representatives/Customer Accounts.
Essential Functions: DAY-TO-DAY:
Lead assigned Customer Service Representatives' (CSR) day-to-day activities to meet/exceed expectations regarding order management and fulfillment. Lead CSR Team to provide world class customer service, anticipating customer information needs and responding to them with unmatched fast response time.
BE THE VOICE OF THE CUSTOMER:
As part of the Customer Excellence Group, this position represents the voice of the customer, ensuring that our organization understands and plans to meet customer's current and future requirements. This position acts as customer liaison between multiple departments as needed, participating in different teams to resolve customer service issues.
D ELIVERY PERFORMANCE DEVIATIONS:
In case of order management and fulfillment deviations, this position maintains customer satisfaction by providing problem-solving resources and direction to the CSR who are the liaisons between the company and its customers. If required, this position will escalate the deviations, working with key stakeholders (PBT/CoCs/Plants/SCE/Distribution Centers/Sales/Customers) to address and solve them, keeping the customers informed and updated as we make progress.
COMMUNICATION:
This position leads the day-to-day communication process with customers to timely address order management and fulfillment issues, coordinating the communication efforts with the sales team and involving the Bendix required functions to effectively address customer's information needs.
LEADERSHIP/BUDGET MANAGEMENT:
Provides direction and mentoring to assigned CSR team, defining development/training plans and specific actions to achieve them. Plans and manages departmental and project costs to ensure budget adherence while meeting CSR team needs.
CONTINUOUS IMPROVEMENT:
PROCESS IMPROVEMENT:
Lead/Support systems/processes improvements that will drive better customer order processing and customer expectations alignment/management (ie: reducing/eliminating manual work and providing better visibility to customer orders and their potential delivery issues).
METRICS:
Build and maintain the process that will provide required metrics to measur e customer service quality aspects that will lead to customer satisfaction (order processing errors, average response time on information needs, telephone average waiting time, on time delivery, shipping errors and any other relevant metric).
SCORECARDS:
Maintain customer scorecards using internal and external (provided by customer) data, analysing and reporting order management and fulfillment performance to the business key stakeholders for periodical reviews. Required Skills Experience working with all levels of an organization, both internal and with customers. Results oriented self starter and pro-active team player with strong interpersonal and organizational (OCM) skills. Strong organization skills that facilitate the ability to multi task and work well under pressure and multiple demands. Good emotional intelligence skills to properly manage conflict. Strong analytical skills. Experience with the use of six sigma tools and methodologies preferred. SAP Process Orientation, knowledge about EDI transactions a plus. Proficient in software applications including Word, Excel, PowerPoint. Excellent interpersonal, written, and oral communication skills. Fluent in English. Spanish/French language skills a plus Job Location
Elyria, OH, US. Position Type
Full-Time/Regular Relocation Assistance Available?
Yes Travel Required
Up to 25% |