CUSTOMER SERVICE SPECIALIST I

Job Overview

Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.

Roles & Responsibilities

• Delivery extraordinary customer experience by providing our customer with world class customer service
• Respond promptly to customer inquiries via phone or email.
• Provide detailed information about products, services, and order status.
• Resolve customer complaints and issues efficiently and professionally.
• Process customer orders accurately and efficiently.
• Track order progress and ensure timely delivery.
• Coordinate with planner, logistics, sales, product management and quality teams to fulfill customer
• Serve as the primary point of contact between customers and the manufacturing team.
• Communicate any changes in order status, delays, or issues to customers promptly.
• Prepare and deliver order confirmations, shipping notifications, and other relevant information.
• Maintain accurate and up-to-date customer records and order documentation.
• Generate regular reports on order status, customer interactions, and other relevant metrics.
• Identify trends and provide insights to improve customer service processes.
• Identify and troubleshooting issues related to orders, deliveries, and product quality.
• Gather customer feedback and suggest improvements to products and services.
• Participate in team meetings and training sessions to stay updated on products and processes.
• Assist in the development and implementation of customer agreement and procedures..
• Fully supporting all TEOA initiatives according Star Level requirements and supporting continuous improvement projects with active participation.
• Participate in all kinds of team initiatives/program

Job Requirements

• Responding to customer inquiries and providing a speedy and thorough resolution to customer issues and problems.
• Making changes to orders, back-orders, shipping delays or information necessary to process or cancel orders.
• Handling escalated and unresolved calls from less experienced representatives.
• Recognizing sales opportunities and preventing the loss of existing business.

Desired Candidate

• Any Bachelor’s/ Business degrees or equivalent experience
• 5+ years of experience in Order Management & SAP 
• Supply Chain experience.
• Manage full order lifecycle for high-value automotive accounts.
• Resolve complex customer issues with minimal delivery impact.
• Act as primary escalation point for urgent service recoveries.
• Oversee customer service across multiple sites or countries.
• Build strong relationships with senior and operational customer contacts.
• Deep knowledge of all Order-to-Cash process steps.
• Collaborate with planners, logistics, quality, and sales to remove bottlenecks.
• Analyze service performance data to address root causes.
• Monitor and ensure compliance with SLAs and KPIs.
• Mentor and coach junior CSRs and supervisors.
• Lead continuous improvement initiatives in customer service.
• Drive adoption of automation tools for faster, accurate order processing.
• Deliver proactive updates to customers on orders and issues.
• Identify and mitigate potential service disruptions early.
• Balance exceptional service delivery with cost efficiency.
• Represent customer needs in internal decision-making forums.

Competencies