Customer Service Rep 2 

LOCATION: Huntington / Indiana (US-IN), United States | BRAND: Bendix | REQUISITION ID: 7696 | JOB GRADE: 12  

| ON-SITE/REMOTE: On-site 

Want to help shape tomorrow?  At Bendix we’ve been doing it for 90 years…setting the standard with advanced dynamic solutions that drive improved commercial vehicle performance and safety.  We’re part of the Knorr-Bremse Group, the global leader in braking technologies. As part of our team, you’ll collaborate with a world of talented and dedicated colleagues whose sense of purpose complements your own. You’ll find rewarding opportunities, diverse experiences, partnerships, and an unwavering commitment to ethics and integrity. Innovation is part of our DNA. Achievement drives our culture. Learn more today! www.bendix.com/careers

JOB DESCRIPTION:

Position Title:             Customer Service Representative 2

Reports To:               Supervisor, Customer Service Team

Date Last Revised:    March 22, 2023

Position Summary:

This position provides world class service as the point of contact to assigned customer accounts, being accountable for day-to-day responsibilities to service these customers by managing the sales order processing, including EDI (Electronic Data Interchange), customer portals, and manual single/blanket order processing. In addition, will manage all assigned customer programs, customer scorecards, escalation of on-time delivery, and manage customer expectations regarding order to fulfillment.

Essential Functions:

• Customer Service Rep (CSR) will be the main point of contact for assigned accounts. Non-major customers will be managed as hybrid roles within for our organizations managing accurate and timely manual and Electronic Data Interchange (EDI) requirements to ensure the organization meets customer delivery expectations.
• Review and manage all areas pertaining to the process of inputting/updating customer demand, escalating issues, and interfacing with multiple departments, as needed.
• Function as the customer liaison between multiple departments as needed providing visibility of current and future needs/issues with assigned processes, escalating customer issues, and engage with appropriate business teams to resolve.
• Support system/process enhancements to improve customer alignment/management, such as reducing/eliminating manual work and providing better visibility to customer orders and their potential delivery issues.
• Utilize the required tracking tools to provide short and mid-term visibility of customer demand.
• Maintain and support assigned customer scorecards, understand customer measurement scale and scoring for on-time delivery metrics.
• Support key user network by training, trouble-shooting issues, and recommending permanent corrective actions.
• Participate as a key individual within the customer service team to ensure customer needs are being addressed in a timely, consistent manner.

Knowledge:

• Strong knowledge of SAP SD (Sales and Distribution) module
• Strong knowledge of order fulfillment processes and EDI transactions required
• Manufacturing understanding and knowledge and related systems activities.
• Automotive or trucking industry knowledge a plus

Experience:

• 6+ years of Customer Service experience required
• 3-5 years of previous ERP experience preferred.
• SAP Sales & Distribution Module experience required

Skills:

• Ability to establish a professional, credible, and trusting relationship with the customer. Takes pride in ensuring positive overall customer experience.   
• Strong interpersonal, written, and oral communication skills.   
• Active listener who strives for resolutions, and drives actions and tasks to completion.
• Ability to influence and persuade to inspire action for both the customer and internal organizational team.  
• Initiative-taker who is action oriented, highly motivated, and possesses a strong sense of urgency.  Capable of performing in a customer-focused, team-based matrix organization is essential.
• Possesses excellent analytical skills and is capable of utilizing the appropriate tools (i.e., excel, system reports, etc.)
• Ability to understand and navigate governance, administration, and culture in the internal and external environment, while demonstrating commitment to the organization and its customers.
• Strong ability to work through constraints which could be out of your control.  Must manage stress quickly while remaining calm with a strong ability to control emotions and behaviors.
• Strong collaborator who puts team success before individual contributions; but can work independently and get the job done with direction or minimal direction.
• Proficient in Microsoft Office applications, Word, PowerPoint, and Excel, specifically Pivot Tables, VLOOKUPs, and analysis.
• Fluent in English; Bi-lingual a plus

Education:

• Associates degree or bachelor’s degree in business, supply chain or similar field strongly preferred.  Working on a bachelor’s degree is applicable.  Degree may be offset with equivalent industry and functional experience. 

Position Requirements: 

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What does Bendix have to offer you? 
- Work/life balance that includes Paid Vacation & Holiday Paid Time Off 
- 401k Plan with Company matching 
- Retirement Savings Plan
- Educational Assistance Program (Tuition Reimbursement)
- Wellness Program and incentives
- Hybrid Work policy
- On-Site Fitness Center
- On-Site Cafeteria with Healthy menu options
- Health and Welfare Insurance Benefits that start on your 1st day of employment:

Company-Paid Benefits:
- Basic Life Insurance
- Basic Accidental Death and Dismemberment (AD&D) Insurance
- Short Term Disability
- Business Travel Accident Insurance
- Employee Assistance Program (EAP)

Voluntary Employee-Paid Benefits:
- Medical and Prescription insurance
- Dental insurance
- Vision insurance
- Supplemental Life Insurance Plans
- Supplemental AD&D insurance for Employee and Family
- Long Term Disability
- Accident Plan
- Critical Illness Plan
- Hospital Indemnity Plan
- Legal
- Identity Theft and Fraud Protection 

Bendix Commercial Vehicle Systems LLC is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.