Customer Service Representative

Sensata Technologies is looking for a Customer Service Specialist whose primary responsibility will be to interact with external customers providing information, support and problem resolution to inquiries and order status.  The role will report directly to the Customer Service Supervisor in the Aerospace Business Unit.

Ideal candidate is someone with a track record of high performance in a customer service role, and who has a "Customer First" mindset.  The person must be skilled at using interpersonal skills to negotiate and resolve internal and external customer needs.  They should have prior experience with working in teams, have strong business acumen, proven success in supporting order management, and problem-solving skills related to customer satisfaction.

Key Results:

• Well connected to and highly responsive to our customers' needs

• Responsive and timely in interfacing with customers on orders, issues and inquiries.

• Team player with willingness to be flexible and assume additional responsibilities to support customers' needs.

Job Responsibilities:

• Know your customers' needs/expectations and develop lasting professional relationships.

• Provide exceptional customer service by utilizing Sensata tools/processes to drive customer satisfaction.

• Provide timely and accurate information to customers regarding their order status and inquiries.

• Monitor daily the drop in and drop outs of demand, with special emphasis within the lead time window and the quarter Net Revenue (NR) window.  Discuss production options with the Make Site proactively.

• Work with Make Sites and Warehouses to resolve issues before they impact the customer.

• Ownership of order management to meet customer expectations (order entry, expedites, date changes etc.)

• Discuss with customers the allocation options that have been provided by the planning teams during periods of capacity or material constraints.  Ensure that customers minimum production needs are satisfied.

• Publish monthly customer scorecards - delinquent backlog trend, gaps to achieve 100% On-Time delivery.

• Initial customer contact/Sensata liaison for Quality related issues and final disposition with complete follow up to ensure customer satisfaction.

• Register new customer account information, initiating credit references, and other accounting related information with set up of new accounts.

• Work with Finance and Accounting departments to assist and help with invoice and overdue payment related issues.

Job Requirements:

• Associate Degree in business related field and/or equivalent 2-3 years Customer Service experience in a manufacturing environment preferred.

• Experience in interfacing with customers, in a fast moving, high growth, and global company.

• Proficiency with MS Office (Word, Excel, PowerPoint, Outlook)

• Experience with Order Entry and ERP planning systems (Oracle, JD Edwards experience a plus).

Skills & Competencies:

• Understanding of customer needs and ability to maintain high levels of customer satisfaction.

• Team player with, drive and strong communication skills - oral and written.

• Flexibility in other assignments and able to multi-task.

• Address difficult issues and provide clear direction to resolve effectively.

• Analyze, determine root cause, and resolve customer issues.

• Strong organization, planning and time management skills to satisfy customers.

• Strong personal and professional ethical values and integrity.

This position requires eligibility to obtain authorization under the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). Non-US Persons, as defined in the ITAR and EAR, may not be eligible to obtain authorization.

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