Customer Operations Representative (COR)
Maumee, OH, US, 43537
Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving three primary markets – passenger vehicle, commercial truck, and off-highway equipment – Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.
Job Purpose
The Customer Operations Representative (COR) is responsible for exceeding customer needs by promptly responding to inquiries and providing proactive needs analysis. This role involves investigating root causes for process improvements and leading a team of COR I and II in daily operations, performing the same tasks as needed
Job Duties and Responsibilities
- Answer incoming customer calls, chats, and emails.
- Manage assigned customers.
- Enter new stock, unit down, and export orders into the ERP system or Dana portal.
- Handle shipment tracking and PRO number requests.
- Manage document requests.
- Respond to price and availability inquiries.
- Review and resolve blocked orders.
- Process credit card payments.
- Perform all other duties as assigned.
- Upsell orders and promote the use of danaaftermarket.com.
- Communicate with past-due customers.
- Manage open stock and unit down order boards, ensuring proactive communication with customers.
- Drive process improvements by working on cross-functional teams.
Qualifications:
- Education: Associate's or Bachelor's degree in Business, Communications, or a related field preferred.
- Experience: 1+ years of customer service experience, preferably in a similar industry.
- Experience with ERP systems is a plus.
- Manufacturing knowledge desired
Skills:
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Ability to multitask and manage time effectively.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Familiarity with CRM software and ERP systems.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Unsolicited Resumes from Third-Party Recruiters
Please note that as per Dana policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that Dana will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.
Nearest Major Market: Toledo