Customer Service Specialist

JOB TITLE: Customer Service Representative

LOCATION NAME: System Protection, El Paso, Texas

COUNTRY: USA

BUSINESS UNIT: Systems Protection

REPORTS TO: Customer Service Supervisor

DEPARTMENT: Customer Service - Supply Chain

RESPONSIBILITIES:

• Understands and adheres to all company and departmental goals, processes, and procedures.
• The goal is to answer customer phone calls or to respond to customer requests within two hours and build positive relationships with the customer.
• Has the ability to handle and diffuse difficult situations, is able to use knowledge and interpersonal skills to effectively solve problems for positive outcomes.
• Processes customer orders using specifications numbers, special pricing or instructions and works to resolve any problems or inaccuracies in 24 - 48 hours. Ensure that quote and/or customer specific data is captured in SAP system for sales reporting needs. Performs self-audit on work to ensure accuracy.
• Prepares standard book price and special price quotations for customers and distributors using a computer quote tracing system.
• Processes paperwork for product returns and other customer credits within the same week. Works within process to validate and gain approval of customer/product return.
• Provides customer with product availability and delivery information.
• Handles all expedites and other special requests from customers.
• Acts as a customer liaison with Manufacturing, Quality, Planning, Sales, Finance and Product Management regarding customer matters. Builds and maintains positive working relationship with other departments.
• Share general clerical duties including keeping supplies replenished, filing and supporting production planners and outside sales reps.
• Assists with special projects or special assignments as requested.
• Act as a team member of the department, contributing to its success by actively participating in meetings and offering suggestions.
• Adheres to and is compliant with all State and Federal Safety and Environmental laws. Compliant with IATF16949 procedures and policies.

ACCOUNTABILITY AND AUTHORITY LEVEL:

• Accountable for Adherence to the Zero Tolerance policy and practice of refusing to tolerate or allow behavior defined by Federal-Mogul as unacceptable in terms of safety (e.g. "unsafe behavior" meaning behavior that could lead to occupational injury or illness to a plant employee, contractor or visitor).
• Accountable for complying with Environmental Health & Safety Rules and Regulations.

Must be able to understand what hazards are associated with his/her position and how to minimize them. All accidents/injuries no matter how slight must be reported to any member of management, and/or Environmental Health & Safety Manager as soon as possible. Will be required to wear required personal protective equipment.

• Accountable for abiding by the El Pasos EH&S policy endorsed by the local management, comply with the legal and other requirements and operational controls established under its EHSMS
• AUTHORITY to Stop and shutdown unsafe machine operation; unsafe behaviors; and unsafe conditions. This includes but is not limited to any activity that does not conform to the EHS

policy or may injure his/her direct reports or other Federal-Mogul employees, visitors, contractors.

• Will work towards achieving established objectives, targets, and conform to procedures consistent with the ISO 14001 and ISO 45001 standards.

Other miscellaneous duties as business needs dictate or assigned by the corporate EHS officials.

• Each employee has the authority to initiate action to prevent a violation of the Tenneco Code of Conduct Policy.

EDUCATION:

Associate's degree in Business or 5 years' customer service work experience in the automotive industry required

Minimum Experience and Competencies required

EXPERIENCE:

• Computer literate with aptitude to learn new systems quickly and effectively.
• Preferably, at least 3 - 5 years' experience in Customer Service at manufacturing facility or high intensity service organization.
• Excellent communication skills, both written and verbal.
• Ability to diffuse difficult situations and creatively solve problems.
• Experience with SAP MRP order entry system helpful.
• Bilingual in Spanish a plus

Competencies:

• Systems Protection Product Knowledge a plus
• Knowledge of Quotation Database
• ECRN's (Engineering Change Request) management experience
• Microsoft Office (Excel, PowerPoint, Word) Experience level Intermediate to Excellent
• SAP experience with ECC6 and functions of Customer Service, order entry; OTC (order to cash)