Home RECRUITMENT Customer Service Supervisor - OEM

Customer Service Supervisor – OEM

POSITION SUMMARY

Hybrid Role – Approximately three days a week on site at Downers Grove location.

Reporting to the Customer Service Manager, the Customer Service Supervisor ensures their three direct reports, Customer Service Administrator - OEM (2) and Customer Service Administrator – Automotive (1), provide the highest level of customer satisfaction.

ESSENTIAL RESPONSIBILITIES
Core duties and responsibilities include the following. Other duties may be assigned.

Leadership and Teamwork
1. Continually demonstrates Hirose’s philosophy of “connecting wisdom” and “always taking the lead, pursuing the cutting edge, achieving differentiation, and being the first to obtain consumer’s approval”
2. Assist with interviewing, hiring, training, coaching, and providing support to customer sales team
3. Assists with the creation of a collaborative team environment within the HRS support groups.
a. Assist with performance standards, monitor performance, and make recommendations for improvement as needed
b. Assist with employee performance improvement plan(s) and/or corrective action when appropriate
c. Helps establish recognition programs for the department to motivate employees
4. Helps maintain cooperative and constructive working relationships with
a. Customers
b. HRUSA Sales team
c. Counterparts at Japan Corporate Office (IBD) and other subsidiaries
d. Distributors, Manufacturing Representatives, and other business partners
e. Management at all levels.
Administration
1. Will assist the Manager of Customer Service, to develop, establish, and implement department policies, goals, objectives, and procedures that are aligned with company business plan and support company business targets
2. Be able to understand and perform all processes and tasks within the department in order to provide guidance and support to department staff
3. Assist with the review of supplier scorecards, response time SOPs, and other performance data to measure goal/target achievement and identify areas that need improvement
4. Assists with the creating, reviewing, and/or updating of reports and other data, such as commission, booking and shipment reports, for management review and/or approval
5. Periodically verify/audit orders and RMA’s. Provide coaching to their direct reports if they find errors or concerns
6. Assists with maintaining the integrity of sales order processing within the ERP system.
7. Assists with maintaining/updating data such as customer profiles, ship-to codes and other in the ERP system
8. Review and approve cancelation requests
9. Review negative balance, SO/PO balance and order entry reports on a daily and weekly basis and give feedback to direct reports as needed
10. Review and approve/deny employee time-off and flex time requests
11. Complete tasks per ISO9001-2015 requirements, when applicable

SKILLS AND QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High School Diploma required; some college preferred
2. Possess excellent communication skills (oral and written) in order to work with both external and internal customers. Able to clearly and concisely communicate across different cultures. Ability to have difficult conversations with direct reports
3. Strong leadership and coaching capabilities
4. Proficient in the use of Microsoft Office Applications and web applications
5. Experience using ERP/MRP software applications
6. Excellent analytical and problem-solving skills
7. Organizational skills must be above average. Ability to manage multiple assignments while meeting deadlines and quality standards
8. Ability to resolve issues and escalate in a timely fashion and to the customer’s needs.
9. Basic understanding of the Electronic component industry a plus

PHYSICAL CONDITIONS

Normal office environment. Moderate to heavy data entry and e-mail/phone communication.

PHYSICAL CONDITIONS

The physical 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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand, walk, use hands to finger, handle or feel, reach with hands and arms, climb or balance and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 20 pounds.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Hirose Electric USA, Inc. may need to revise or change the essential and supplemental responsibilities of the position as the need arises. This job description does not constitute a written or implied contract of employment.

Resumes received will be reviewed and qualified applicants will be contacted to arrange for an interview.

Customer Service Administrator - Distribution

POSITION SUMMARY

Reporting to the Customer Service Supervisor - Distribution. Shall provide excellent customer service and administrative support for distributor customer accounts. Hirose is a manufacturing company, and this is a business-to-business customer support role. Account management of established customers with no sales goal. Workload is primarily data management through our ERP system and e-mail management via Outlook.

ESSENTIAL RESPONSIBILITIES
Core duties and responsibilities include the following. Other duties may be assigned.

1. Manage and support customer accounts as required or requested by customer and/or sales team.
2. As required or requested, provide information to customer and/or sales team to include but not limited to:
a. Purchase order receipt confirmations
b. Shipment / delivery confirmations / tracking numbers
d. Open order reports
e. Expedite status
f. Documents such as shipping notices, commercial invoices, packing list
3. Utilize customer portals as needed to download customer PO’s or Shipping Schedule’s and upload order confirmations ensuring all information is updated and accurate.
4. Receive and distribute customer documents such as supplier manuals, quality manuals, shipment routing guides, etc. ensuring all pertinent parties are aware of the latest revision and changes for these documents.
5. Receive and/or retrieve customer purchase orders and enter into ERP system accurately and in a timely manner and ensuring requested delivery dates, and lead times meet quote or contract/agreement guidelines.
6. Review customer demand and our inventory/PO’s, and coordinate internally making sure that customer’s demands can be met.
7. Maintain and update open customer order in the ERP system to meet customers expedite, pull-in, push-out, cancellation, increase and/or reduction requests and coordinate with other departments as applicable making sure to follow set policies, procedures, and/or contract agreements.
8. Maintain and update customer data tables in the ERP system such as part number cross reference table.
9. PIC for customer requested RMA’s.
a. Work with applicable departments such as Operations and Quality Control to research and gather appropriate information.
b. Provide regular and accurate status to customer to completion.
10. Responsible for coordinating all quote related activities for distribution accounts
a. Review RFQ’s to determine if special pricing is warranted.
b. Research all previous quote history and use as guideline to establish pricing.
c. Conference with Sales Team, escalating to the appropriate management level, to customize quote proposals based on quote history.
d. Interface with corporate counterpart to obtain special cost/pricing as required.
e. Ensure approvals are obtained in accordance with management direction and established policies & procedures.
f. Ensure to work/coordinate with the OEM Pricing Administrator when RFQ’s are in support of OEM accounts via distribution channels.
11. Update of price/cost/quote databases and ensure accuracy of information entered.
12. Interface with reps and distributors and act as central contact with sales management in price negotiations.
13. Interface internally with purchasing to resolve pricing and gross margin issues.
14. Finalize quotes in a timely manner, meeting all required deadlines and distributing to all applicable parties.
15. Document management such as quotes issued, cost references, pricing contracts, etc, both in paper and electronic form.

COMMUNICATION, INTERFACE, TEAMWORK

1. Continually demonstrates Hirose’s philosophy of “connecting wisdom” and “always taking the lead, pursuing the cutting edge, achieving differentiation, and being the first to obtain consumer’s approval”.
2. Build and maintain close relationships with all Hirose personnel, business partners and customers in order to provide the best service possible and to ensure company objectives are achieved.
3. Create and support a collaborative team environment at all levels within the company.
4. Employee must complete their tasks per ISO9001-2008 requirements, when applicable.

SKILLS AND QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High School Diploma required; some college preferred.
2. Minimum two years of experience in a sales administration, customer service, pricing/quoting or similar environment.
3. Must be able to communicate and interface with internal teams and external partners effectively via phone, e-mail or face-to-face as required.
4. Must be able to effectively manage multiple items/issues/requests simultaneously and be able to prioritize those, following up as needed to insure timely completion.
5. Ability to maintain a high level of professionalism under tense situations.
6. Exceptional attention to detail, organization, time management, and follow through skills are a must.
7. Excellent verbal and written communication skills. The majority of the work is via e-mail and ERP system. Minimal phone work.
8. Excellent computer skills (Outlook, Word, Excel) and ability to learn new programs easily.
9. Data entry experience in ERP, MRP, or CRM software required and minimum typing speed of 55- 60 WPM.
10. Able to read, write, and speak English fluently. Japanese a plus.

Hirose Electric USA, Inc. may need to revise or change the essential and supplemental responsibilities of the position as the need arises. This job description does not constitute a written or implied contract of employment.

Resumes received will be reviewed and qualified applicants will be contacted to arrange for an interview.