Customer Service Team Lead

Færch Plast Group; Portage (IN); On-site; USD 55,000 - 75,000; Full time

Job summary

Faerch Plast Group is seeking a Customer Service Team Lead to manage activities focused on customer commercial interactions and support positive customer relations. You will perform duties personally or through supervisors, coordinating with SE, NPI, and design teams on Faerch standard templates.

The role emphasizes understanding technical features, cost drivers, and drawings, with involvement in new product projects. You will handle project admin, scheduling, and customer communication daily.

Qualifications

• Bachelor's degree from a four-year college or university, or 1–2 years related experience.
• Attention to detail, a sense of urgency, self-directed, and strong organizational skills.
• Must be able to communicate and work well with others and meet deadlines.

Responsibilities

• Create and maintain customer accounts in ERP (including credit insurance for customers if needed).
• Fill out templates for master data to create items.
• Create offers requested by SE.
• Create cooperation agreements based on input from SE on Faerch standard templates.
• Administration of rebates based on contracts and update ERP systems and templates.
• Create tooling contracts based on input from SE and NPI on Faerch templates.
• Understand technical features, cost drivers and drawings.
• Involvement in projects designing new products within the platforms.
• Carry out project administration: scheduling, documentation, coordination, start-up meetings, design reviews.
• Follow up on customer inquiries regarding new designs and maintain dialogue with NPI Team, Designers and SE.
• Ensure projects meet agreements and timelines and are successfully implemented.
• Customer visits may occur.
• Daily communication with customers and understanding customer needs.
• Process order-related tasks (orders, returns, production issues, forecasting, tracking).
• Prepare and send documentation to customers.
• Keep IT systems updated with customer data.

Skills

Attention to detail

Strong organizational skills

Communication skills

Deadline-driven

SPC calculations

Education

Bachelor's degree

Tools

ERP systems

SPC calculations

Job description

Job Summary: The Customber Service Team Lead Manages activities focused on customer commercial interactions and supporting positive customer relations. Perform the following duties personally or through subordinate supervisors development.

Essential Duties, Responsibilities, and Key Results Area:

• Create and maintain new accounts in ERP (including credit insurance (EKR) for customers it needed)
• Fill out templates for master data to create item
• Create offers requested by SE
• Create Cooperation agreements based on input from SE on Faerch standard templates
• Administration of Rebate based on contracts (ex. Update ERP systems, create Faerch standard template contracts based on input from SE, and secure calculation for payment).
• Create Tooling contracts based on input from SE and NPI on Faerch standard templates
• Understand Technical features, cost drivers and drawings
• Involvement in projects designing new products within the platforms
• Carry out project related administration, such as scheduling, documentation and coordination, start-up meetings and design reviews.
• Follow up on enquiry from the customer regarding new designs and keep a close dialogue with NPI Team, Designers and SE
• Ensure that projects are according to agreements and timeframes and are successfully implemented
• Customer visits may occur
• Daily Support and communication with customers
• Understand the customer needs
• Order-related tasks (ex. Orders, Return orders, production issues, Follow-up, Forecast, track & Trace)
• Documentation to be sent to our customers
• Keep our IT systems updated in all customer related data

Ideal Candidate Possesses These Attributes:

• Experience with quality or ERP systems is a plus.
• Knowledge of calculations of SPC’s.
• Reliable attendance and ability to meet deadlines in a fast-paced environment.

Qualifications:

• Bachelor's degree (B. A.) from four-year college or university; or one to two years related
• experience and/or training; or equivalent combination of education and experience
• Must possess attention to detail, a sense of urgency, a can-do attitude, be self-directed, and display strong organizational skills.
• Must be able to communicate and work well with others.
• Must be available to meet with all shifts to implement best practices and standardization.
• Must be able to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Work Environment/Physical Requirements:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

The work environment and physical demands characteristics are representative of those an employee encounters while performing the essential duties, responsibilities, and key results of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties, responsibilities, and key results outlined herein.