The OE Customer Service Supervisor is responsible for supporting customers like Ford, FCA, Mobis and Tesla. Communicating daily the needs of our customers to team members within Horizon. The position will lead the OE team in Plymouth and Reynosa and coordinate continuation training, customer meetings and the successful growth of the OE products.
Communicates with OE customers by phone, fax and/or email and receives orders and/or instructions from customers which are entered accurately into the computer.
Manage backups for OE representatives while ensuring proper training
Maintains group work instructions
Represents Customer Service when collaborating with other work groups
Develop "Best in class" team
Updates and pulls down Customer Orders from OE Websites - releases and Special Orders.
Responds promptly to customer needs and solicits customer feedback to improve service.
Monitors and manages all Open Orders for OE Customer Base.
Follows up on order shipment and delivery for 100% customer satisfaction.
Monitors and Updates Customer Shipping detail on Customers' Websites.
Adjusts complaints concerning billing, shortages/overages, or service rendered, referring complaints of service failures to designated departments for investigation.
Supports peers on OE Team as backup.
Works cross functionally with other facilities and corporate departments.
Conforms to TS16949, ISO and Sarbanes Oxley work instructions and procedures.
Performs other duties as assigned.
Required: Two-year degree from a Community College or technical school and at least 2 years of related experience
Experience with OE Customer Service.
MP&L and eDDL understanding would be an asset.
Excellent written and verbal communication and organizational skills.
Proficient in PC skills, Internet based programs, MS Office Suite.
Ability to lead by example.
Horizon Global Corporation