Customer Operations Specialist II - Elevate CX

Dana; Maumee (OH); Sur place; USD 50 000 - 75 000; Plein temps

Résumé du poste

Dana is a global leader in engineered driveline, sealing, and thermal-management technologies, seeking a customer service professional in Ohio to manage inquiries and coordinate cross-functional resolutions.

You will oversee order status, claims, returns, and EDI issues while collaborating with Sales, logistics, and warranty teams to ensure swift, accurate responses and a superior customer experience.

Qualifications

• Bachelor's degree preferred.
• 3+ years of customer service in a manufacturing, distribution, or related environment.
• Experience with SAP, Salesforce, SharePoint, and Microsoft Office Suite.
• Ability to work overtime or non-traditional business hours as needed.

Responsabilités

• Manage and resolve complex customer inquiries and escalations.
• Provide proactive communication regarding customer orders and service-related concerns.
• Serve as a key resource for issue resolution requiring cross-functional coordination.
• Ensure customer concerns are addressed promptly and effectively.
• Manage open order boards and monitor order fulfillment activities.
• Proactively communicate order status changes, delays, and recovery plans to customers.
• Coordinate activities to minimize service disruptions and improve delivery performance.
• Provide support for Electronic Data Interchange (EDI) transactions and processes.
• Resolve ASN related issues and support customers and internal teams on EDI inquiries.
• Coordinate shortage, overage, and damage claims; process and manage returns.
• Collaborate with logistics, distribution, and customer teams to ensure timely resolution.
• Partner with Sales, Accounting, and Warranty departments to resolve debits, credits, and warranty concerns.
• Investigate customer account discrepancies and support corrective actions.
• Participate in cross-functional process improvement initiatives.
• Analyze operational challenges and recommend solutions.
• Support implementation of process enhancements that improve customer experience and operational efficiency.
• Share knowledge and best practices with team members.
• Assist with onboarding and training activities as needed.
• Support departmental objectives and special projects.

Connaissances

Customer service

Issue resolution

Analytical skills

EDI knowledge

Communication skills

Multitasking

Project management

Cross-functional collaboration

Formation

Bachelor's degree

3+ years customer service in manufacturing/distribution

Outils

SAP

Salesforce

SharePoint

Microsoft Office

Description du poste

Dana is a global leader in engineered driveline, sealing, and thermal-management technologies, seeking a customer service professional in Ohio to manage inquiries and coordinate cross-functional resolutions.

You will oversee order status, claims, returns, and EDI issues while collaborating with Sales, logistics, and warranty teams to ensure swift, accurate responses and a superior customer experience.