CUSTOMER SERVICE SUPERVISOR/MANAGER

Customer Service Supervisor / Manager

Supply Chain Management Job Type Full-time Description

Purpose of this Job :

Primary purpose of this position is to manage Sandens Customer Service and Logistics Team in order to maintain 100% on time shipping to all customers.

Must manage the day to day operations of the customer service team to include processing customer orders, meeting with customers as needed, and ensuring monthly shipment numbers are achieved.

This position also manages the logistics team which is responsible for inbound / outbound expedites, container tracking, yearly transportation budget, daily Federal Trade Zone (FTZ) transactions, and managing and following all laws associated with the Customs Trade Partnership Against Terrorism (CTPAT) program.

Must work with multiple departments to provide an uninterrupted flow of Sanden products without risk of customer line stoppages, shutdowns or excess penalties due to any interruption in the flow of parts.

Principle Duties / Essential Functions :

• Management of the customer service team to ensure 100% on time shipping and maintain KPIs / scorecard and report results monthly to the SCM Manager.
• Ensure FTZ operations are managed in compliance with all governmental requirements and all benefits are obtained for Sanden.
• Lead company program to maintain CTPAT certification.
• Negotiate inbound LTL outbound commercial freight rates, achieving discounts equivalent to or better than OEM rates.
• Compile and Propose Yearly Transportation budget and monitor monthly to ensure plan is met.

Other Tasks / Responsibilities :

• Oversee the customer Electronic Data Interface (EDI) Reports, analyzing all requirements, including scheduling shipments, quantities
• Work with Production Control for support of manufacturing parts timely according to customer delivery requirements
• Work effectively with Shipping Department to confirm shipping instructions are followed and customer shipments occur according to customer requirements
• Strive to achieve and maintain high level of service according to customer-supplier score / KPI requirements
• Create and follow respective corrective action issued due to occurrence of service failure
• Ensure that all performance ratings are maintained at satisfactory level, with regards to on time delivery and accuracy of order receipt
• Analyze and research delays in shipments to proactively communicate with customer and update customer portals to eliminate detrimental data from compromising target scores
• Monitor the adherence of ASN (Advance Shipping Notice) activities. Work with Shipping Department to ensure customer ASNs are properly submitted
• Provide each markets monthly Delivery Tracking Report to the SCM General Manager
• Act as the principle liaison between the Sanden Sales Departments and customer service personnel
• Maintain current customer data, including shipping address details, for both EDI set up and manual order entry customers in the Sanden Operating Systems
• Initiate return material authorizations (RMAs) to customers only on new product return, or Sandens Warranty Department for the customer
• Ensure international shipping document requirements are met according to customer INCO terms and / or agreements
• Research and report to Supply Chain General Manager any and all customer related issues, service failures, etc.
• Research and communicate with customer regarding delivery rating improvement activity
• Responsible for awareness and compliance with company Environmental, Health and Safety (EHS) policies, procedures and regulatory requirements.

Contributing to the effectiveness of the EHS policies and procedures by communicating and reporting unsafe conditions and / or non-compliances

Requirements

Competencies :

• Management and Leadership
• Cross functional communication
• Customer focus
• Problem solving
• Adaptability
• Planning
• Positive attitude
• Effective listening

Education :

Bachelors Degree in Logistics, Materials Management or Business highly preferred

Knowledge, Skills and Experience :

• 5-7 years of management experience
• 5-7 years Customer Service experience
• FTZ and CTPAT experience a plus
• Proficient with Microsoft products and general computer skills
• Automotive industry experience preferred
• Excellent verbal and written communication skills, capable of managing both domestic and international business activities.
• Demeanor suitable to working with international cultural differences and business practices

Licenses or Certifications :

N / A

Physical Demands :

• Ability to work effectively under pressure
• High degree of mental concentration and virtual stress
• Must be able to work on many projects at one time
• Demonstrated ability to handle emergencies and react calmly and professionally while operating under critical time constraints and deadlines

Personal Protective Equipment (PPE) :

PPE may be required based on specific projects

Work Environment / Hours :

• Primary work area is located in an office setting
• Must work normal office hours plus provide support on evenings and weekend (as needed)

Primary Work Location :

Wylie, TX

Travel Requirements :

• Less than 5% travel required
23 days ago