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At Modine, we are engineering a cleaner, healthier world. Building on more than 100 years of excellence in thermal management, we provide trusted systems and solutions that improve air quality and conserve natural resources. More than 13,000 employees are at work in every corner of the globe, delivering the solutions our customers need, where they need them. Our Climate Solutions and Performance Technologies segments support our purpose by improving air quality, reducing energy and water consumption, lowering harmful emissions and enabling cleaner running vehicles and environmentally-friendly refrigerants. Modine is a global company headquartered in Racine, Wisconsin (USA), with operations in North America, South America, Europe and Asia. For more information about Modine, visit www.modine.com.
Position Description
The future of transportation is here. Our industry is going through a once-in-a-generation evolution as we push to zero emission mobility, and the Modine Advanced Thermal Systems team is helping to drive that cleaner future. Are you excited by fast-moving projects as part of a highly collaborative team?
We are looking for team players who are curious enough to ask questions and explore new ideas, passionate enough to serve our customers, and ready to take ownership of challenges and grow with us. We are a team, first and foremost, and we take pride in our collaborative efforts; Everyone is accountable for achieving our goals.
In this role, you will have a critical support role in our Advanced Thermal Systems team, as we work closely with our customers to define the future of commercial electric vehicles. The Customer Service Representative (CSR) is responsible for managing all aspects of each customer including all customer specific delivery requirements and objectives. The CSR has a direct line of communication to the customer as well as interacting with internal stakeholders. Communication of information to customer in a timely, accurate, and professional manner is critical to the role. This hybrid role is based in Lawrenceburg, TN and will report to the Advanced Thermal Systems Materials Manager. Key Responsibilities
- Provide first class customer service to our internal and external customers in the Electric Vehicle Business Unit
- Develop a strong professional relationships with our customers and internal team members
- Review incoming Purchase Orders for accuracy of pricing, lead time, terms, sold-to, ship-to, customer part number, etc.
- Order Entry - enter Purchase Order information into SAP. Ensure information is driving demand in production schedule. Troubleshoot as errors are found.
- Review Electronic Data Interchange (EDI) daily; utilize SAP to confirm information accuracy and update blanket scheduling agreements. Troubleshoot as errors are found.
- Respond to inquiries regarding product availability, cost, lead time, transportation, and delivery information
- Handle all customer inquiries regarding order status or complaint resolution. This would include pricing issues, shipping errors, and other related issues.
- Provide ship history and tracking information to customers
- Daily monitor Key Accounts within SAP and communicate any anomalies or issues to the appropriate stakeholders.
- Represent as customer advocate within company; VOC (Voice of Customer)
- Perform mandatory customer specific web portal maintenance
- Monitor customer scorecards including delivery performance and ensures correct data is published for each customer every month.
- High level of proactive communication with logistics, sales, and other integral departments regarding orders that need to be adjusted, require special attention or has a challenge to the customer order.
- Ensure that issues are resolved both promptly and thoroughly by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment. Conduct additional follow up to ensure escalated issue resolution.
Required Education & Qualifications
- High School diploma required
- Minimum of (2) years Customer Service Representative experience
- Previous customer service experience with industrial or technical products, helpful
- Excellent communication, collaboration, and interpersonal skills
- Strong customer service orientation and sense of urgency
- Skill in maintaining customer relationships in strained/stressful situations
- Strong team player
- Proven attention to detail and follow-up skillset
- Ability to handle multiple projects effectively
- Strong analytical and organizational skills
- Proven track record of using Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Experience working with Enterprise Resource Planning (ERP) software; experience with SAP is preferred
Modine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Modine provides a competitive benefit package, which could include paid vacation, short term disability, 401(k), health, dental, vision, life insurance, flex spending benefits, tuition reimbursement, Health Savings Account and much more. Human Resources will provide more detail upon your hiring. #LI-AO1 LI-ONSITE
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Modine Manufacturing Company
life insurance, short term disability, tuition reimbursement, 401(k)
Sep 18, 2024