Customer Service Representative

COMPANY:        JNA                                            DEPARTMENT:      Customer Service 
LOCATION:         Plymouth, Michigan                   CLASSIFICATION:   Salaried/Non-Exempt
REPORTS TO:   Customer Service Supervisor
              
Company Profile:
JTEKT North America is a global leader in engineering and manufacturing automotive systems, bearing solutions and high-performance machine tools. JTEKT strives to create an environment of honesty, respect and integrity while providing the highest quality products and services to our customers. Our global vision is to be preferred by all stakeholders including our customers, associates, suppliers and local communities.

Department Profile:
The customer service department is a group of self-motivated professionals working to meet customer needs by providing support and feedback. Our staff are expected to grow and develop strong working relationships with customers and internal departments. We provide insight and understanding to various production and sales groups to ensure success and growth throughout the company.

Benefits:
•    Medical, Dental, Optical
•    401K (With match)
•    Supplementary Insurance

•    Pet Insurance
•    Success Sharing
•    Paid Time-off
•    Educational Reimbursement
•    Hybrid work schedule 

Job Summary:
This position is one of the primary contacts for our customer accounts. Our representatives are responsible for handling a high number of customer calls and emails, order entries, maintenance and changes including expediting.  This position will have to manage customer requirements while building and maintaining a working relationship with internal and external customers. 
  
Essential Duties and Accountabilities: 
•    Manage all aspects of the commercial interface with customers including price and delivery, order entry, EDI, and schedule changes with a high degree of accuracy, timeliness, and efficiency.  

•    Resolve problems with price, packaging, credit, shipping, claims and delivery.

•    Main contact for assigned customers.

•    Managing day to day responsibility for customer satisfaction in cooperation with sales teams.

•    Process requests for quotes received.

•    Update interchanges in the Oracle system.

•    Secure customer forecast and processing.

•    Secure orders and processing.

•    Expediting orders through our Supply Chain.

  Job Knowledge, Skills and Abilities: 
•    Automotive, Aftermarket and/or Industrial experience strongly preferred.

•    EDI knowledge strongly preferred.

•    Computer knowledge (Word, Excel, Outlook).

•    Able to perform analytics on account data.

•    Excellent phone skills, customer orientated, must be organized and able to handle multiple tasks at one time.

•    Must be able to work in a fast paced and high energy environment.

•    Meet delivery performance targets for assigned accounts.

•    Interface with customer’s websites as needed.

•    Understanding of manufacturing in Auto and Industrial areas.

•    Back-up other CSR’s within department and other segments.

•    Open to additional accountabilities as needed within the departments.

 Education and Experience: 
•    High School Diploma, college preferred. 
•    Oracle experience preferred but not required. 
•    Background in Automotive or Industrial field preferred but not required. 
•    Automotive, Aftermarket and/or Industrial experience strongly preferred. 
  
Work Environment/Physical Demands: 
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
•    Work is mostly performed in a normal office setting with minimal exposure to health or safety hazards, and with substantial time spent working on a computer. Requires sufficient hand, arm, and finger dexterity to operate computer keyboard and other office equipment. 
•    The performance of this position may occasionally require exposure to manufacturing areas which require the use of personal protective equipment such as safety glasses with side shields and mandatory hearing protection. 
•    Travel by automobile and plane required approximately 5-10% of time.