Customer Service Representative
The Customer Service Representative (CSR) position is responsible for screening, analyzing and routing customer service requests, and ensuring requests are responded to in a timely manner. The CSR has a direct impact on customer satisfaction by providing timely and accurate order entry & acknowledgements, updates, sample requests, return authorizations, expedites and change orders, and fielding customer complaints in a professional and courteous manner.
The ideal candidate is someone with a track record of high performance in a customer service role, and who has a Customer First mindset. The person must be skilled at using interpersonal skills to negotiate, and resolve internal and external customer needs. They should prior experience with working in teams, have strong business acumen, proven success in supporting order management, and problem solving skills related to customer satisfaction.
Primary responsibilities include:
Knowing your Customers' needs/expectations and develop lasting professional relationship
Provide exceptional customer service by utilizing Sensata tools/processes to drive customer satisfaction
Provide timely and accurate information to customers regarding their order status, and inquiries
Monitor daily the drop in and drop outs of demand, with special emphasis within the lead time window and the quarter NR window. Discuss production options with the Make Site proactively
Ownership of order management to meet customer expectations (order entry, expedites, date changes etc.)
Discuss with customers the allocation options that have been provides by the planning teams during periods of capacity or material constraints. Ensure that customers minimum production needs are satisfied
Publish monthly customer scorecards delinquent backlog trend,
Initial customer contact/Sensata liaison for Quality related issues and final disposition with complete follow up to ensure customer satisfaction
Assist EDI team with setup and validation of new connections
Work with Finance and Accounting departments to assist and help with invoice and overdue payment related issues.
Work directly with customers, channel partners and sales personnel either by telephone, electronically or face-to-face
Respond promptly to customer inquiries
Provide standard pricing and delivery information
Perform customer screening for ITAR, including Statements of Assurance
Set-up new customer accounts as well as contacts in the ERP System, upon approval by Inside Sales and Management
Process incoming orders / change orders, including expedites, and forecasts
Work directly with Production Planners to proactively manage orders
Process forms, applications and requests
Organize workflow to meet customer timeframes
Direct requests and unresolved issues to the appropriate designated resource
Manage customers' accounts by supporting and coordinating with Regional Sales Managers, Sales Representatives and Inside Sales Representatives on a daily basis
Keep records of customer interactions and transactions, and maintain supporting documentation within the CRM
Ensure record details are organized and accurate
Contribute to achieving customer service metrics
Provide feedback on the efficiency of the customer service process and contribute to continuous improvement
Requirements
Associates degree in Business related field and/or equivalent 2-3 years Customer Service experience in a manufacturing environment preferred
Experience in interfacing with customers, in a fast moving, high growth, and global company
Proficiency with MS Office (Word, Excel, PowerPoint, Outlook)
Experience with Order Entry and ERP planning systems (Oracle knowledge and EDI experience a plus)
Experience with CRM software and principals
Skills & Competencies
Understanding of customer needs and ability to maintain high levels of customer satisfaction
Flexibility in other assignments and able to multi-task.
Address difficult issues, and provide clear direction to resolve effectively
Flexibility and able to multi-task
Analyze, determine root cause and resolve customer issues.
Strong organization, planning and time management skills to satisfy customers
Strong personal and professional ethical values and integrity
Enthusiastic and Customer Service driven
Team player with strong interpersonal skills, capable and willing to work in a diverse environment
Excellent organizational skills with a high level of attention to detail
Proactive and results-orientated with a positive outlook and willingness to take initiative
Good business acumen
U.S. citizen or U.S. permanent resident is required for this position
Addition Details:
Because this position requires potential access to technology controlled under the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR), the successful candidate must be a U.S. person as defined in the ITAR and EAR. In order to be a U.S. person for ITAR and EAR purposes, you must: (i) be a citizen or national of the United States; or (ii) be a lawful permanent resident (i.e., green card holder) of the United States; or (iii) have been admitted to the United States as a refugee, or have been granted asylum, provided that you have applied for naturalization within six months of the date you first became eligible, and if not yet accepted, you are actively pursuing naturalization after two years from the date of your application.
Our employees are the reason we have been successful in the past and the reason we will be successful in the future. Employees' skills, talents and work ethic have defined the business and will shape our collective future.
Our Vision is to be:
A world leader and early innovator in mission-critical sensors and electrical protection
Satisfying the world's growing need for safety, energy efficiency and a clean environment
A partner, employer, and neighbor of choice.
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.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The ideal candidate is someone with a track record of high performance in a customer service role, and who has a Customer First mindset. The person must be skilled at using interpersonal skills to negotiate, and resolve internal and external customer needs. They should prior experience with working in teams, have strong business acumen, proven success in supporting order management, and problem solving skills related to customer satisfaction.
Primary responsibilities include:
Knowing your Customers' needs/expectations and develop lasting professional relationship
Provide exceptional customer service by utilizing Sensata tools/processes to drive customer satisfaction
Provide timely and accurate information to customers regarding their order status, and inquiries
Monitor daily the drop in and drop outs of demand, with special emphasis within the lead time window and the quarter NR window. Discuss production options with the Make Site proactively
Ownership of order management to meet customer expectations (order entry, expedites, date changes etc.)
Discuss with customers the allocation options that have been provides by the planning teams during periods of capacity or material constraints. Ensure that customers minimum production needs are satisfied
Publish monthly customer scorecards delinquent backlog trend,
Initial customer contact/Sensata liaison for Quality related issues and final disposition with complete follow up to ensure customer satisfaction
Assist EDI team with setup and validation of new connections
Work with Finance and Accounting departments to assist and help with invoice and overdue payment related issues.
Work directly with customers, channel partners and sales personnel either by telephone, electronically or face-to-face
Respond promptly to customer inquiries
Provide standard pricing and delivery information
Perform customer screening for ITAR, including Statements of Assurance
Set-up new customer accounts as well as contacts in the ERP System, upon approval by Inside Sales and Management
Process incoming orders / change orders, including expedites, and forecasts
Work directly with Production Planners to proactively manage orders
Process forms, applications and requests
Organize workflow to meet customer timeframes
Direct requests and unresolved issues to the appropriate designated resource
Manage customers' accounts by supporting and coordinating with Regional Sales Managers, Sales Representatives and Inside Sales Representatives on a daily basis
Keep records of customer interactions and transactions, and maintain supporting documentation within the CRM
Ensure record details are organized and accurate
Contribute to achieving customer service metrics
Provide feedback on the efficiency of the customer service process and contribute to continuous improvement
Requirements
Associates degree in Business related field and/or equivalent 2-3 years Customer Service experience in a manufacturing environment preferred
Experience in interfacing with customers, in a fast moving, high growth, and global company
Proficiency with MS Office (Word, Excel, PowerPoint, Outlook)
Experience with Order Entry and ERP planning systems (Oracle knowledge and EDI experience a plus)
Experience with CRM software and principals
Skills & Competencies
Understanding of customer needs and ability to maintain high levels of customer satisfaction
Flexibility in other assignments and able to multi-task.
Address difficult issues, and provide clear direction to resolve effectively
Flexibility and able to multi-task
Analyze, determine root cause and resolve customer issues.
Strong organization, planning and time management skills to satisfy customers
Strong personal and professional ethical values and integrity
Enthusiastic and Customer Service driven
Team player with strong interpersonal skills, capable and willing to work in a diverse environment
Excellent organizational skills with a high level of attention to detail
Proactive and results-orientated with a positive outlook and willingness to take initiative
Good business acumen
U.S. citizen or U.S. permanent resident is required for this position
Addition Details:
Because this position requires potential access to technology controlled under the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR), the successful candidate must be a U.S. person as defined in the ITAR and EAR. In order to be a U.S. person for ITAR and EAR purposes, you must: (i) be a citizen or national of the United States; or (ii) be a lawful permanent resident (i.e., green card holder) of the United States; or (iii) have been admitted to the United States as a refugee, or have been granted asylum, provided that you have applied for naturalization within six months of the date you first became eligible, and if not yet accepted, you are actively pursuing naturalization after two years from the date of your application.
Our employees are the reason we have been successful in the past and the reason we will be successful in the future. Employees' skills, talents and work ethic have defined the business and will shape our collective future.
Our Vision is to be:
A world leader and early innovator in mission-critical sensors and electrical protection
Satisfying the world's growing need for safety, energy efficiency and a clean environment
A partner, employer, and neighbor of choice.
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.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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