Senior Customer Service Representative Job Details | Gentherm

Gentherm; Celaya; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading automotive technology company based in Celaya is seeking a Senior Customer Service professional. This role requires excellent customer relationship management skills, experience in the automotive industry, and proficiency with SAP. Responsibilities include maintaining customer data accuracy, demand analysis, and cost management. The ideal candidate will drive continuous improvement while ensuring compliance with established quality standards. Join us to be part of an innovative and inclusive workplace that values your contributions.

Servicios

Safe, inclusive workplace

Opportunity for growth

Innovative environment

Formación

• 2 years of experience in a similar position.
• Experience in the automotive industry.
• Basic knowledge of IATF 16949, ISO 14001, and ISO 45001.

Responsabilidades

• Provide customer service support by ensuring accurate data.
• Verify weekly communications for assigned customers are transmitted to SAP.
• Help manage customer relationships and address discrepancies.
• Participate in continuous improvement programs.

Conocimientos

Customer relationship management

Demand analysis

Cost management

Continuous improvement

Educación

Professional degree or technical education

Herramientas

SAP

Microsoft Office

Descripción del empleo

Your Career. Your Impact. Your Future.

At Gentherm, we believe the next big breakthrough begins with you. As a global leader in thermal management and pneumatic comfort technologies, we develop advanced systems that deliver meaningful solutions to enhance health, wellness, comfort, and efficiency in everyday life. Our products and innovations are created for you, by you.

Be part of our team where a human-centric mindset drives everything we do—from the technologies we build to the careers we support. With decades of expertise, we have pioneered advanced solutions that have become a standard expectation for consumers around the world.

The same thoughtful approach we take in developing our technologies guides how we support your career: purposeful, impactful, and tailored to you. Because when you thrive, innovation thrives.

SENIOR CUSTOMER SERVICE IMPACT AND OPPORTUNITY Provide customer service support to the organization by ensuring accurate customer data is received and deliveries are processed efficiently. Manage customer relationships. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Primary Duties: Verify that weekly communications for assigned customers are successfully transmitted to SAP, whether received via EDI, sales orders, or intercompany forecast updates. Accruals are reconciled weekly, and evidence is retained for further clarification with customers. Monitor EMFOR/EMORD/JITS daily to ensure red flags are cleared and communications are successfully transmitted to SAP, avoiding disruptions in raw material procurement and customer deliveries. Issue outbound deliveries in a timely manner, ensuring the shipping method and all special requirements are included. Address specific customer requirements, discrepancies, and complaints as needed. Maintain SAP parameters to align with customer-required dates and transit times.

Demand Analysis: Maintain a minimum 6-month rolling forecast in SAP or a forecast sufficient to protect the component's longest lead time. If the client does not provide a 6-month forecast, then Customer Service is responsible for notifying the Supply Chain Planning team, as manual demand must be uploaded to SAP. Customer Service will work with the SCP team to ensure the SOP/EOP/Engineering change dates are met, and these will be monitored for a successful rollout and balancing. Demand fluctuations are analyzed, and a fulfillment plan is implemented based on raw material availability and capacity, including quotes for overtime, rush in and rush out, if necessary. The delivery plan is provided and agreed upon with the client.

Excess and Obsolescence: Maintain records of slow-moving and obsolescence risks. Inform the organization in advance of the dollar impact. Develop a tracking process and provide information with the final cumulative volume to avoid potential obsolescence.

Cost Management: Maintain records of recoverable costs from customers due to overtime, raw material expediting, or outbound premium freight and report to Finance. Monitor the payment status of outstanding obsolescence claims and scrap material once payment has been received. Monitor the payment status of invoices for disputed customer charges until resolution.

New and End-of-Life Products: Customer Service will work with the SCP team to secure SOP/EOP/Engineering change dates and will monitor these for a successful launch and balance. Customer Service is responsible for monitoring.

Continuous Improvement: Participate in continuous improvement and cost reduction programs. Develop proposals to improve/streamline activities in the respective areas. Focus on continuous efficiency improvement for customer orders.

Premium Cost: Submit the Premium Freight Authorization for management approval before shipment. Communicate extraordinary events to management and promote the necessary corrective actions to avoid recurring or chronic premium cost issues.

Performance: Ensure that departmental objectives and KPIs are met. Drive continuous improvement with underperforming elements. Training: Attend courses and training required by the ISO 14001, IATF 16949, and ISO 45001 environmental management systems.

Authority: Stop/cancel any procedure that does not meet the requirements established by the organization and/or the aforementioned quality or environmental/safety management systems.

MINIMUM QUALIFICATIONS

Professional degree or technical education plus two years of experience in an equivalent position.

Experience in the automotive industry.

Microsoft Office.

Basic knowledge of IATF 16949, ISO 14001, and ISO 45001 internal procedures.

PREFERRED QUALIFICATIONS

Experience in planning and client functions in an ERP system.

Experience with SAP.

EMFOR monitoring

At Gentherm México, we offer more than a job — we offer a path to make a difference. With plants in Acuña, Celaya, and Monterrey, we’re strategically positioned in Mexico’s automotive industry and part of a global team shaping the future of mobility.

We value innovative, execution-driven talent and offer a safe, inclusive, and growth-focused workplace where you can develop cutting-edge automotive technologies.

Gentherm is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, age, national origin, genetic information, sexual orientation, gender identity, disability, or protected veteran status