Customer Service Representative

The Customer Service Representative provides high-quality support to national and international customers across OEM, transit, aftermarket, and intercompany channels. This role manages the end-of-the-end order process-from order entry through delivery-while ensuring accuracy, timeliness, and a seamless customer experience. The representative serves as the primary point of contact, coordinating across internal teams to resolve issues and meet customer needs. As an employee of SAF-HOLLAND, Inc.,

you are expected to demonstrate our core values:
Safety, Respect, Reliability, Innovation, and Responsibility. Employees are also expected to engage in results-driven continuous improvement and apply the principles of the SAF-HOLLAND Way with purpose.
Summary The Customer Service Representative provides high-quality support to national and international customers across OEM, transit, aftermarket, and intercompany channels. This role manages the end-of-the-end order process-from order entry through delivery-while ensuring accuracy, timeliness, and a seamless customer experience. The representative serves as the primary point of contact, coordinating across internal teams to resolve issues and meet customer needs. As an employee of SAF-HOLLAND, Inc.,

you are expected to demonstrate our core values:
Safety, Respect, Reliability, Innovation, and Responsibility. Employees are also expected to engage in results-driven continuous improvement and apply the principles of the SAF-HOLLAND Way with purpose.
Essential Duties & Responsibilities

Duties and responsibilities include the following. Other duties may be assigned. It is expected that each of the duties listed below will be performed to the highest standards of quality, while striving for maximum customer satisfaction, and continually looking for ways to improve the methods, practices and procedures within the area. Further, a positive work atmosphere must, also, be promoted through professional and effective conduct and communications with customers, clients, suppliers, and employees.

The position serves as a central point of contact, coordinating across internal teams to resolve issues, support customer needs, and drive operational efficiency.

• Process customer orders via EDI and manual entry in a technical ERP.
• Coordinate demand, production scheduling, and logistics across manufacturing plants and distribution centers.
• Ensure accurate and timely product delivery to customers.
• Monitor order status, manage back orders, and provide shipment tracking and updates.

• Act as the primary point of contact for customers, delivering consistent and high-quality experience.
• Manage high-volume email and telephone communications professionally and efficiently.
• Resolve customer complaints by identifying solutions or engaging appropriate internal resources.
• Provide delivery information, including availability, scheduling, and order status.

• Provide part number cross-references and basic product information.
• Coordinate customer interactions with technical teams when specialized support is required.

• Verify and communicate customer pricing.
• Investigate and resolve pricing discrepancies.
• Support annual pricing updates and adjustments.
• Assist with accurate and up-to-date customer data and documentation within ERP systems.

• Process returns and ensure timely issuance of credits and debits.

• Adhere to applicable IATF 16949 / ISO 9001 (formerly TS16949) standards.
• Follow documented procedures, work instructions, and customer-specific requirements.
• Maintain proper documentation in systems such as SharePoint or equivalent platforms.

• Work closely with customer service team members and cross-functional partners.
• Contribute to continuous improvement initiatives and operational excellence.
• Support…