Customer Service Team Leader

Location:

Gyor (9072) – Hungary

Salary:

Competitive

Type:

Permanent

Main Industry:

Search Sales Jobs

Advertiser:

Dana Incorporated

Job ID:

130893766

Posted On:

02 August 2024

Job Purpose

Exceed the needs of our customer by promptly responding to incoming inquiries. Provides proactive needs analysis to exceed customer expectations. Perform investigation to determine root cause for process improvements. Team Lead help lead team of COR in daily operations and perform same tasks if/as needed.

Job Duties and Responsibilities
-Answer customer incoming calls/chat/emails.
-Enters orders into ERP system.
-Upsell placing orders of danaaftermarket.
-Review and resolve blocked orders.
-Responds to price, availability, and inquiries.
-Handles delivery improvement requests.
-Coordinates open order and back-order follow-up.
-Past due customer communication.
-EDI/Teccom process knowledge
-Provides EDI/teccom/Weco support & resolves reject errors.
-Resolve ASN issues.
-Coordinates shortage, overage, damage claims and returns.
-Works with sales, accounting, and product management to resolve debits, credits, and warranty related issues.
-Schedules and executes shipments in cooperation with logistics, customers, and forwarders.
-Handles invoicing and shipping documents.
-Handles shipment tracking.
-Handles document requests and export documentation.
-Maintains master data.
-Executes dunning for account receivable.
-Participates on occasional projects upon need; supports ASMs with price lists and statistics.
-Performs all other duties as assigned.
-Perform COR tasks if/as needed.
-Motivate and encourage team members through positive communication and feedback.
-Manage daily operations including monitoring of team performance metrics.
-Conduct daily communication huddles.
-Track and approve employee attendance, vacations, sick time, etc.
-Provide input for performance reviews for employees.
-Assist in new process development implementation and review.
-Lead special project work functions.
-Data analysis and process improvement recommendations.
-Assist with daily case volume as needed.
 

EDUCATION AND QUALIFICATIONS 

Minimum Bachelor’s degree.
5+ years customer service experience in a manufacturing/distribution environment, in lieu of degree.
Experience with SAP, Salesforce, SharePoint, and Microsoft Office a plus.

    

SKILLS AND COMPETENCIES

Clear understanding of Customer Service processes with a focus to continually define & improve.
A passion to ensure customers are delighted with our service.
Data analysis ability with root cause problem solving skills.
Knowledge of Dana products a plus
Top oral & written communication skills
Good organizational, Time Management and planning skills
EDI process knowledge a plus
Ability to Logically delegate Tasks
Ability to multi-task.
Strong interpersonal Skills
Ability to absorb new information in a fast-paced environment. 
Effective oral and written communication skills
Good telephone skills/conflict resolution skills
Organized and able to shift priorities based on business needs.
Process and Continuous Improvement mind set.
Produce performance reviews as established by Leadership.

LANGUAGE SKILLS

•    Excellent English language skills, both written and spoken
•    Good German language skills, both written and spoken.

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