Customer Service Representative- VHL in Vernon Hills, IL at ZF

Date Posted: 2/14/2018

Job Snapshot

Job Description

See below

Customer Service Representative- VHL
Vernon Hills

Major Responsibility: Provide the best customer satisfaction to the organizations customers by addressing and resolving customer inquiries and problems, processing orders, tracking bids, resolving billing issues in accordance with company policy and procedures.

Essential Tasks:

  • Research and respond to customer requests for quote, part availability, order status, and related requests at regular intervals throughout the day as instructed

  • Process and confirm customer orders utilizing ERP system(s). As assigned, solicit additional business/purchase orders, handling part allocations, invoicing, credits and filing of customer orders.

  • Issue and follow through on all day to day Return Adjustment Authorizations (RAA's) or annual returns with customer, ZF Sales and ZF Accounting as necessary.

  • Daily monitoring of customer portals for shipment processing; monitoring inventory levels and researching any disputed charges and/or fines.

  • Responsible for the communication and coordination of activities amongst internal cross-functional teams to ensure all disputes, fines and other issues that arise are resolved in a timely manner.

  • Using company approved methods; build strong relationships with customers and actively solicit feedback from them about company performance. Monitor and troubleshoot supplier and customer satisfaction ratings and communicate to National Sales Managers and Leadership Team.

  • Review Backorder reports to provide timely order status updates to customer.

  • Assist in collection of past due accounts.

  • Maintain proficiency in ERP, Centum and EDI systems.

  • Per VHBMS and VHOP, follow all procedures as it relates to this position and represent the needs of the customer in accordance with ZF Company policies and procedures (voice of the customer).

  • Perform related tasks or special assignments and provide backup within department as assigned.

    Organizational Relationships: Reports to Customer Service Manager - has no direct reports. Works with Sales, Inventory Planners, Distribution Center, Marketing and Product Management, Pricing, Accounting, and Technical Service

    Educational Requirements: High School Diploma or equivalent. Associates or B.A. Degree preferred. Experience Requirements: 3+ years customer service experience, excellent verbal and written communication skills. Proven ability to handle issues quickly and accurately in both the interest of the customer and employer. An active listener with strong attention to detail. Highly motivated person with willingness to make sound decisions in stressful situations. Proficient in pc software (Microsoft Suite) and previous experience in ERP systems - SAP preferred. Background in technical products or automotive a plus. Recent College grads welcome to apply.

    ZF North America, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ZF North America, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. ZF North America, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ZF North America, Inc. employees to perform their expected job duties is absolutely not tolerated.


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