Want to help shape tomorrow? At Bendix we've been doing it for nearly 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
Our Customer Excellence Team has a razor sharp focus to further strengthen the linkage between our customers and our business. The team brings together complementary operations across our company to refine our forward-facing customer focus approach and to achieve greater synergies. Customer Excellence is a solid commitment by Bendix to bring to life a holistic methodology aimed at outstanding customer service, flexibility, and responsiveness. With an approach that is customer first, people-oriented, and performance-driven, the Account Management Representative role is critical to achieve our goals.
This position provides world class service to assigned customer accounts, being accountable for day-to-day responsibilities of Account Management functions. This role manages all assigned customer programs, providing visibility of demand, escalation of on-time delivery, and customer expectations regarding order fulfillment.
DAY-TO-DAY: Manage assigned customer accounts' day-to-day activities to meet / exceed expectations regarding order fulfillment. Provide service to internal and external teams, anticipating customer information requests and responding to them with unmatched fast response time. Some of the Daily activities are as follows:
Run required daily reports and maintain order tracking tools.
Clearly communicate order/shipment status, responding timely to customer inquiries (pricing, lead time, availability)
Escalating issues and interfacing with multiple departments as needed. VOICE OF THE CUSTOMER: As part of the Customer Excellence Group, this position represents the voice of the customer, ensuring that our organization has visibility of customer's current and future requirements. The Account Management Representative is the customer liaison between multiple departments providing visibility of current and future needs / issues with assigned accounts, escalating customer issues and participating in different teams to resolve them as part of the Operations Escalation Process. COMMUNICATION: This position operates the day-to-day communication process with customers to keep them informed on order delivery status, addressing fulfillment issues in a timely manner, and the utilization and maintenance of customer on-line tools (portals). DELIVERY PERFORMANCE DEVIATIONS: In case of order or material deviations, the Account Management Representative will either address or escalate them, working with key stakeholders (PBT / CoCs / Plants / SCE / Distribution Centers / Sales / Customers) to address and resolve the situation, keeping customers informed and updated as we make progress. CONTINUOUS IMPROVEMENT:
PROCESS IMPROVEMENT: Perform Root Cause Analysis and define permanent corrective actions to resolve order fulfillment errors. Support system / process enhancements to improve customer alignment / management (i.e.: reducing / eliminating manual work and providing better visibility to customer orders and their potential delivery issues).
METRICS: Maintain the required metrics to measure customer service effectiveness that will lead to customer satisfaction, such as average response time on information needs, on time delivery, shipping errors, past due backlog and any other relevant metric.
TRACKING TOOLS: Utilize the required tracking tools to provide short & midterm visibility of customer requirements and past due.
SCORECARDS: Maintain/support assigned customer scorecards, understand customer measurement scale and scoring for on-time delivery metrics.
Account Management customer oriented
Basic knowledge of automotive or trucking industry preferred.
Knowledge of order fulfillment processes
Strong analytical and organizational skills.
Excellent interpersonal, written, and oral communication skills.
Ability to work under pressure and strong emotional intelligence skills to properly manage conflict.
Proficient in Microsoft Office applications.
Advanced Excel, including Pivot Tables, Vlookups, and analysis
Team player with the ability to work independently with minimal guidance
Fluent in English. Bi-lingual a plus.
Minimum of 3-5 years of OEM Account Management experience preferred
3-5 years of previous ERP experience (SAP preferred)
Automotive or related industry preferred.
Six-Sigma Greenbelt certification preferred.
Customer Scorecards Delivery Performance Metrics
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
On-Site Fitness Center
On-Site Cafeteria with Healthy menu options
Health and Welfare Insurance Benefits that start on your 1st day of employment:
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
Supplemental Life Insurance Plans
Supplemental AD&D insurance for Employee and Family
Long Term Disability
Critical Illness Plan
Hospital Indemnity Plan