Supports the Aftermarket Recaro Distribution Channel. Coordinate requirements for order administration. Respond in a timely manner to all customer inquiries, concerns and requests that are technical in nature. Through use of established processes, procedures and open communication with Manufacturing ensure timely and accurate order processing and problem resolution.
Receive and respond to aftermarket customer phone call and email.
Build and maintain customer relationship.
Maintain and create cases in salesforce for resolution and reports.
Provide information concerning pricing, lead times, and order status, availability of stock and shipping / forwarding within 24 hours.
Ability to respond technical questions to our Dealers and Customers based on their needs.
Quote and provide pricing to customers.
Ability to understand a BOM of materials.
Ability to process customer orders.
Manage the online order processing.
Maintain key accounts updated.
Set up new customers.
Assists the sales department with stock, sales trends and forecast updates.
Track and report order aging and expedite as necessary to support a minimum of 95% on time shipping performance.
Coordinate and support initial Accounts Receivable activities, place telephone calls, provide documentation, identifying debits or credits etc.
Issue RMAs for customer returns: return to stock. repairs, exchanges and warrant.
Participate in investigations and 8D process as needed.
Understands, supports, and contributes to RECARO Total Quality Management, Quality (ISO/TS 16949), and Environmental Management (ISO14000) Systems by following approved policies and procedures
Recommend, support, and implement continuous process improvements
Be willing to update and write processes.
Supports, manage and maintain different web sites that are key for the AM group.
Is comfortable with managing different softwares.
Education and Experience / Job Skills and Requirements
Ability to work in a fast paced, high pressure environment
Experience with HIGH volume of emails
Recent proven SAP knowledge.
Proficient with MS Office experience with Advance Excel.
Dealership experience will be a plus
Minimum of three (3) years customer service background in automotive manufacturing environment or with an automotive aftermarket product
Knowledge and experience with shipping processes and procedures
Must be able to learn technical information and provide technical support
Must have strong multi-tasking ability and be able to work under pressure to meet deadlines
Must demonstrate strong verbal and written skills as well as the ability to interact effectively with all levels of employees, customers, and management
Strong ability to manage time effectively be a team player, along with strong organizational and presentation skills.
Familiar with ISO/TS16949 quality & ISO 14000 requirements and procedures
Travel less than 5% to support customer meetings and trade shows if requested