Group Leader - Customer Service - Schaeffler Group USA Inc.
Fort Mill, SC 29707
About the Job
Your Key Responsibilities
• Manage and support a small team of Coordinators, Customer Service
• Provide SAP support to Coordinators, Customer Service
• Provide SAP support and training to Customer Service and Field Sales
• Manage and escalate issues as necessary
• Maintain KPIs and do root cause analysis for improvement to reach goals
• Utilize Schaeffler Group business processes for all activities
• Order management in SAP through EDI, email, and fax
o Entry
o Processing
o Customer inquiries
o Pricing verification
o Customer records
o Shipping/Logistics
• Responsible for maintaining area KPIs
o RGAs processing
o Delivery reliability
o UDM case management processing time
o PFR costs controls
o Order cancellations process
• Work with other departments to:
o Coordinate delivery to customer
o Resolve/escalate customer issues
o Manage RGAs and UDM case management according to KPI metrics
• Proficiency in product knowledge to answer customer questions
• Run SAP reports to support different aspects of role
o Provide accurate reports on short notice
• Follow Schaeffler processes and identify potential improvements
• Utilize MOVE (continuous improvement) and FFQ (quality) methods in daily work
Your Qualifications
Minimum Requirements:
- Experience - 5 years customer service experience in a manufacturing environment
- Knowledge of customer service principles and practices
- Leadership skills
- Management of multiple people and accounts
- Ability to manage multiple personalities within a group
- Ability to make sound decisions without (or minimal) management support
- Ability to manage in all directions (up and down)
- Working knowledge of office technology
- Computer applications (Outlook, Excel, etc)
- Phone etiquette
- Excellent communication skills, both verbal and written
- Read reports and ability to use the data in reports for analysis
- Problem solving skills
- Team oriented
- Attention to details
- Time management skills and multi-tasking for working in a fast-paced environment
- Flexible to changing needs/situations
Preferred Qualifications:
- Education - Bachelors degree
- Experience - 7 years customer service experience in a manufacturing environment
- Knowledge of ERP systems (such as SAP)
Exciting assignments and outstanding development opportunities await you because we impact the future with innovation. We look forward to your application.
Information on our understanding of leadership can be found here: www.schaeffler.com/leadership .
www.schaeffler.com/careers
Your contact
Schaeffler Group USA Inc.
Jason Gould
Schaeffler is an equal employment opportunity / affirmative action employer. All qualified candidates will receive equal employment opportunities and consideration for employment without regard to unlawful consideration of race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, protected veteran status, or any other status protected by applicable law.
Keywords: Supply Chain Management;
Job Type: Team Leader (General)
Job Family: Supply Chain Management
Contract Type: Not Applicable
Schedule: Full-Time
Nearest Major Market: Charlotte
Nearest Secondary Market: South Carolina
Job Segment: Logistics, Supply Chain Manager, Supply Chain, Field Sales, Operations, Customer Service, Sales