Customer Service Analyst - HDI

Role Summary

Customer Service Analyst - HDI

Company: MANN+HUMMEL

Location: Fayetteville, NC

#LI-Onsite

This is a Onsite position to be based in Fayetteville, NC. 

The Customer Service Analyst - HDI is responsible for administering all supply chain and operations related processes within the organization

Main Tasks

Manage all tasks and inside sales responsibilities for assigned accounts, to include the following:

• Direct responsibility for understanding and position contributions to the customer Quality scorecards
• Understanding of packaging requirements of our OEM/IF customers and the ability to assist Quality in monitoring and documenting root cause analysis of issues
• Working with sales, customer, and the DC to understand and support customer labeling and packaging requirements
• Ensure compliance with TS16949 within the DC and participation in the IATF annual audit
• First line of support for handling customer requests, inquiries, and issues. Escalating as needed
• Provide assistance and input to sales, manufacturing, logistics and other internal departments for support to the customer
• Troubleshoot problems, internal and external, and maintain documentation. Timely response in reviewing errors and complaints to take appropriate action
• Manage customer portals & tasks inside the portal as assigned 
• Manage customer quality scorecards, communicating customer complaints to quality and sales for support as needed
• Full understanding of customer specific requirement adherence and customer issue resolution; supporting internal teams in launching new products and projects for customer
• Ensure NAFTA requirements are met
• Ensure full back-up has training and understanding of all tasks and accounts to properly back-up your position
• Participate in meetings or projects as directed by direct management 

Qualifications

REQUIREMENTS: 

Education: Bachelor’s degree OR High School diploma with 5+ years expeience

Experience:

• 3+ years in a customer service environment

Required Skills:

• Working knowledge of OEM Manufacturing environment and customers

Preferred Experience:

• Experience supporting a manufacturing and distribution environment
• SAP SD Knowledge 
• Project Management experience (Material Launch)