Customer Experience & Order Specialist (SAP, On-Site)

New York Air Brake Corp.; City of Watertown (NY); On-site; USD 49,000 - 69,000; Full time

Benefits offered by this job

Healthcare plans

401(k) plan

Stock purchase plan

Paid time off

Tuition reimbursement

Job summary

New York Air Brake is seeking a Customer Service Representative for our Watertown, NY site. You will serve as the primary contact for assigned customer accounts and enter orders in SAP, while resolving issues related to orders, pricing, shipments, and invoicing.

Collaborating with Operations, Supply Chain, Quality, Finance, and Sales, you will ensure customer requirements are met, track performance, and maintain accurate customer data.

Qualifications

• Customer service experience in manufacturing or distribution preferred.
• Strong communication and organizational skills.
• Ability to manage multiple priorities with attention to detail.
• Experience with SAP or similar ERP systems.
• Bachelor's degree preferred; equivalent experience considered.

Responsibilities

• Primary point of contact for assigned customer accounts.
• Enter and manage customer sales orders within SAP.
• Review orders and resolve discrepancies between requirements and contracts.
• Work with customers to resolve order, pricing, shipment, and invoicing issues.
• Provide order status, tracking, and lead time information.
• Coordinate with Operations, Supply Chain, Quality, Finance, and Sales to meet requirements.
• Support on-time delivery and customer service KPI objectives.
• Maintain customer records in SAP.
• Manage customer portals and ordering systems as required.
• Analyze ordering trends, lead times, delivery performance, and account metrics.
• Develop reports and documentation for management, sales teams, and customers.
• Assist with pricing activities, quotations, annual contracts, and reviews.
• Participate in continuous improvement initiatives within Customer Service.
• Build strong relationships with internal and external stakeholders.

Skills

Customer service

Communication

Multitasking

Attention to detail

Analytical mindset

Team collaboration

ERP familiarity

Education

Bachelor's degree preferred

Equivalent experience considered

Tools

SAP

Microsoft Excel

ERP systems

Job description

New York Air Brake is seeking a Customer Service Representative for our Watertown, NY site. You will serve as the primary contact for assigned customer accounts and enter orders in SAP, while resolving issues related to orders, pricing, shipments, and invoicing.

Collaborating with Operations, Supply Chain, Quality, Finance, and Sales, you will ensure customer requirements are met, track performance, and maintain accurate customer data.