Customer Service Specialist

Job Overview

• Monitoring of incoming orders via EDI including daily workflow control and resolution of IDOC error
• Manual order entry for non-EDI customers
• Review and resolution of incomplete orders and blocks by working with customers and Sales (PPQ/MOQ block, credit block, EDI block, etc)
• Review customers' backlog orders and follow up with Planning and Logistics to ensure on-time delivery to meet customers' request dates. TE confirms the date to achieve STR performance and billing attainment.
• Expedite Planning to avoid high-cost premium freight and line stoppages for source delay
• Process drop-shipment orders and constant follow-up on shipment status for critical issues.
• Send shipping documents to customers for customs clearance.
• Update Shipping Conditions in SO, submit a Premium Freight request for a delayed part and coordinate with the warehouse for urgent shipment.

• For VMI/CMI customers, plan and manage consignment hub inventory to ensure hub inventory is available for customer consumption by creating KB orders.
• Monitor KB orders to have stock available and shipment on time.
• Create/upload KE orders for billing when customers pull from the consignment hub.
• Check unconfirmed orders and coordinate with Planners to confirm SAP orders.
• Tabulate customer forecast to provide hub billing projection.

• Review of customers' actual demand and forecast so that customers' requirements are met and avoid excess inventory or non-moving stock.
• Follow-up with consignment hub customers to clear aging hub inventory

• Complete the hub inventory reconciliation report and resolve inventory discrepancies at the hub.

• Cycle count at consignment hub warehouse and reconcile the inventory with TE record (policy deviation to defer cycle count in FY20 and FY21

Ad-Hoc

• Regular follow-up with Sales to ensure pricing in SAP is up to date.
• Follow up on open disputes/invoice discrepancies with Customer, Finance & Sales to ensure the best possible A/R results and if necessary, issue credit/debit notes to resolve the discrepancies.
• Update Customer Master changes via Corporate Coding
• Update Customer PN cross-reference for new projects
• Process credit notes related to quality issues.
• Tabulate and analyze the Waterfall Chart to manage transportation issues and line down claims.
• Any other ad-hoc activities to address customers' inquiries and issues related to Order, Pricing, Delivery, Quality, Logistics, and A,/R.

What your background should look like:

Competencies