Customer Service Specialist

Job Purpose

Job Description Content for Job Profiles is a work in progress. If you need content to finalize this requisition for posting, please send a message to mydanahrplatform@dana.com.

Job Duties and Responsibilities

Responsibilities:

• Execute day-to-day customer service-related operational tasks to ensure delivery meets customer expectations and is consistent with set process performance indicators, applicable service level agreements and the customer service functions core values.
• Leverage deep understanding of specific key account customers, processes, systems and act as an escalation point of contact for any verbal or written form of enquiries from external customers
• Interact with customers in a professional, friendly and efficient manner
• Provide customer service via the internet, phone and email to support activities including:
  • Account set-up, allocation and delivery issues
  • Order processing and order fulfilment
  • Sales order tracking
  • Monitor supply outages and react accordingly for incoming and existing orders
  • Support the management of complaint treatment
  • Using SAP ERP system to maintain the Customers’ data
• Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems.
• Build and maintain strong relationships with both the customer and internal business partners through the provision of timely, accurate and high-quality service
• Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided
• Support Customer Service Manager on daily basis and participate in different projects where required

Requirements:

• Bachelor’s degree in business
• 5+ year experience in a customer service role, dealing with Key Account Customers
• Advanced English knowledge (fluency in reading, writing and speaking)
• German, Italian or French language is an advantage
• Demonstrate a strong understanding of customers' needs / behaviors
• Excellent interpersonal and communication skills and ability to build effective working relationships
• Strong time management and organization skills
• Powerful problem solving skills
• Experience in using SAP