Bilingual CSR, Export in Florence, KY at Meritor

Date Posted: 11/19/2019

Job Snapshot

Job Description


Export Customer Experience Representative works in a cross-functional capacity with the necessary departments to ensure customer delivery commitments and to maintain a high level of customer satisfaction for assigned accounts. This person will participate in customer service meetings with all levels of management. The Export Customer Service Rep. is responsible for tracking and reporting all productivity metrics that measure service levels to customers.

• Manage customers’ issues in such a manner as to maintain a high level of customer support and satisfaction exceeding every customer’s expectation every time. Achieve pre-determined service levels (i.e. fill rates and past due inquiries).
• Interfaces with Inventory, Pricing, Marketing, Sales, Shared Services, Specifications, and Operations groups, as well as external customers, to ensure prompt and efficient order processing.
• Make oral and written recommendations regarding Aftermarket customer related issues
• Exercise judgment and initiative in planning ahead, anticipating problems and completing various jobs assignments.
• Identify and champion organizational changes to improve customer metrics (monthly).
• Responsible to work and maintain a healthy and safe work environment and to make oral or written suggestions to achieve this goal.
• Serve as the primary point of contact at Meritor Aftermarket for defined customers.
• Perform regular review of all Customer Service processes and recommend and implement improvements.
• Maintain an open and honest relationship with team members and other departments to support the team effort.
• Complete tasks as scheduled by following established methods, policies and procedures.

Job Requirements


• Bachelor's Level Degree required or High School Diploma with minimum experience (noted below) required
• 3-5 years of Customer Service or Account Management experience required
• Bilingual – fluent Spanish and English speaking/writing required
• Effective written and oral communication skills required
• Proficient with Microsoft office required
• Problem resolution with ability to handle multiple tasks simultaneously in a fast paced environment.
• Export document classification experience a plus

QUALIFICATIONS

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