Customer Service Representative

WILBERT INC

As a part of the global industrial organization Marmon Holdings-which is backed by Berkshire Hathaway-you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

Responsible for acting as a liaison between customers and the company. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries. Throughout all these interactions Customer Service Representatives must maintain a high level of professionalism, establish a positive rapport with each individual and present the organization in the best light possible.

Role and Responsibilities

• Process orders, including resolving purchase order discrepancies and communicating changes, including but not limited to, pricing, quantities, lead-times, MOQs, pack multiples, part rev levels.
• Responsible for preparing correspondence, and fulfilling customer needs to ensure the highest level of customer service
• Review PO contracts for accuracy. Ie..pricing, terms, item/Rev level, MOQ and Lead times.
• Implement changes to sales orders.
• Communicate with the customer during the placement and acceptance of the order, providing acknowledgements as needed.
• Monitor orders to prevent potential obsolescence.
• Contribute to build-out activities, collect inventory data, and prepare documentation to submit to Management.
• Review engineering change notices (ECNs) on orders in process and notify customer as needed.
• Review product returns with quality assurance, communicate with customer and create replacement order, if necessary.
• Partner with shipping and transportation to fact-find and troubleshoot issues and communicate to outside sales or external customers accordingly.
• Maintain a positive, empathetic, and professional attitude toward customers (internal and external) always
• Provide USMCA/NAFTA documentation for customers as requested.
• Assist with special projects as requested by management
• Train new Customer Service Representatives.
• Provide data for KPIs as necessary

Qualifications and Education Requirements

• Associate degree or equivalent from two-year College or technical school; or 2-3 years of Customer Service experience with a Tier-1 Automotive supplier or equivalent combination of education and experience.

All required WilbertU Courses based on job title

• Strong written communication skills including ability to write routine reports and correspondence
• Strong verbal communication skills including speaking before groups of customers or employees
• Strong phone contact handling skills and active listening skills
• Proven customer support experience and ability to remain professional and courteous with customers at all times
• Above average proficiency in office systems software - word processing, spreadsheets, database
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and volume using basic algebra and geometry.
• Proficient data mining capabilities
• Ability to read and interpret documents and instructions furnished in written, oral, diagram or schedule format.
• Strong problem-solving skills including the ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to work independently or within a group setting

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.