ESSENTIAL DUTIES:
Process and track customer orders in SAP, ensuring accuracy and completeness, communicates order status to customers and sales representatives
Monitor order and backorder status and implement solutions to meet customer expectations, working closely with Supply Chain, Demand, Planning & Scheduling, Commercial, and other business teams.
Tracks and communicates status of production orders to customers.
Manage invoicing, debits, credits, returns, expedites, consignment release, in compliance with policies and procedures
Ensure customer satisfaction for accounts critical to NPAA’s business, providing excellent customer service and support.
Maintain the accuracy of the customer Master Information Record, ensuring information is up to date
Enter and maintain data accurately and completely in SAP and Excel
Assume ownership of non-quality customer complaints, coordinating company efforts to meet the needs of the customer and resolving in a timely and satisfactory manner.
Manages escalated customer ordering and delivery, working with business teams to resolve issues and communicate solutions to the customer.
Trains internal customers as needed in SAP and Customer Service related business processes, ensuring knowledge transfer and skills development.
SUPERVISOR RESPONSIBILITIES:
None
QUALIFICATION REQUIREMENTS:
Minimum requirements of a 2-year degree and 5 years of customer service experience.
Ability to accurately and efficiently enter data and information into various computer programs is essential.
Position requires proficiency in keyboarding and data entry, as a significant portion of the work involves inputting and retrieving information.
Proficient in Microsoft Suite (Excel, Word, Outlook, etc.
…)
Experience with SAP Sales & Distribution module preferred.
COMMUNICATION SKILLS
Strong verbal communication skills.
The ability to clearly, effectively and professionally communicate with customers and business teams is essential.
This includes active listening, asking questions, and providing concise and accurate information.
Clear written communication skills.
Written communication skills are critical for documenting customer interactions, sending effective emails, and documenting order details.
This includes grammar, spelling, and using clear and concise language.
Conflict resolution.
Ability to de-escalate conflicts and find solutions that meet the needs of both the customer and the company is critical for success.
Displays courtesy, tact and respect when dealing with others.
OTHER SKILLS AND ABILITIES
Maintains appropriate confidentiality.
Customer-focused mindset, with a commitment to providing excellent service and building positive relationships with customers.
Strong organizational skills, with ability to manage multiple tasks and prioritize effectively to meet deadlines.
Establishes and maintains effective working relationships; demonstrates a commitment to teamwork.
Attention to detail, ensuring accuracy and completeness in all work performed.
Ability to identify and define problems, collect and analyze data, establish facts, and draw valid conclusions.
Ability to work in a fast-paced and dynamic environment
Ability to work overtime, off shift hours, weekends and holidays as requested to meet the needs of the business.
Nippon Paint Automotive Americas Inc.
provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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