Customer Service Team Lead

Faerch Group; Portage (IN); On-site; USD 52,000 - 76,000; Full time

Job summary

Faerch Group in Portage, IN is seeking a Customer Service Team Lead to manage customer interactions and support positive relationships, directly or through supervisory staff.

The role involves ERP data handling, contract administration, pricing, project support, and ongoing communication with customers and internal teams to ensure timely delivery and high-quality service.

Qualifications

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

Responsibilities

• Create and maintain new accounts in ERP (including credit insurance when needed).
• Fill out master data templates to create items and contracts.
• Create offers requested by SE and cooperation agreements based on Faerch templates.
• Administer rebates based on contracts; update ERP systems and templates; secure payment calculations.

Skills

ERP experience

Quality systems

Attention to detail

Communication skills

Shift flexibility

Education

Bachelor's degree or equivalent (1-2 years related experience)

Job description

Job Summary: The Customber Service Team Lead M anages 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.