Minimum 3 years' experience in Customer Service/Sales is required. Please refer to the job advert for further information.
Customer Service Executive
Company Overview:
Shield Restraint Systems, Inc. is a global supplier of restraint and safety belt systems to seating and vehicle manufacturers. SHIELD services a wide variety of industries including side-by- side vehicles, commercial vehicles, transit and school bus, agriculture and construction, material handling, and child passenger safety (car seats). SHIELD is headquartered in Elkhart, IN, USA and has a manufacturing facility in Kunshan, China and Wathupitiwala, Sri Lanka, along with Sales representation in the U.S., Europe and Asia.
Position Summary:
Responsible for executing Customer Service responsibilities, primarily order entry, customer and part number creation, and pricing and forecast maintenance. Position may also help resolve non-routine customer complaints; develop and communicate solutions to problems regarding orders, delivery dates, or service. Provide the Business Unit Manager and Sales Managers with timely and accurate information on customer orders, sales forecasts, and price/margin reports. Ensure customers are informed and knowledgeable in SHIELD's value proposition, including products, sales, and post- sales support. Coordinate with Business Unit Manager and VP Sales to develop customer service policies and procedures to enhance customer service and satisfaction. Provide support to the Business Unit Manager and Sales Managers by creating customer quotations on assigned accounts.
Essential Functions:
- Manage customer sales orders, and forecasts, both spot-buy purchase orders and EDI order systems • Analyze and implement price changes to support annual revenue and margin targets
- Analyze material resource planning (MRP) for assigned customers. Understand customer forecast requirements and communicate to the Materials and Operations team for planning purposes
- Manage product returns and warranty claims for assigned accounts
- Enhance and drive sales performance through consistent and high-quality customer service
- Serve as "the voice of the customer" throughout all departments
- Communicate the customer's requirements to Sales Managers and Business Unit Manager as they relate to customer service/satisfaction
- Collaborate with the VP of Sales & Marketing, Business Unit Manager, and Sales Managers to monitor the progress of established sales targets and growth objectives
- Compile and analyze reports using the ERP system to monitor and predict customer buying behavior
- Coordinate with Operations/Materials/Engineering to fulfill customer needs.
- Propose and help implement business process efficiency and productivity improvements
Key Skills and Competencies:
- Strong communication skills in English language, both spoken and written.
- Skilled in listening to and understanding customer requests and communicating them to the organization; being the voice of the customer
- Ability to form strong working relationships with co-workers and customers
- Ability to maintain high levels of accuracy, timeliness, and sense of urgency in responding to requests Ability to compose professional documents for correspondence with customers
- Ability to manage and prioritize multiple tasks simultaneously
Key Requirements:
- Bachelor's degree in marketing, Business Administration or a related field.
- Proven experience working with an ERP system is required. (Experience with Syteline ERP System is a significant plus.)
- Minimum 3 years' experience in Customer Service/Sales is required.
- Flexible to work U.S. hours or a combination of Sri Lanka and U.S. business hours.
Work Environment:
- This position will work in the office at our Sri Lanka Manufacturing facility. Occasional early morning or evening conference calls with the SHIELD Elkhart and SHIELD China team are required.
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