Customer Support Coordinator

Trelleborg Sealing Solutions US Inc; Chalfont (PA); On-site; USD 45,000 - 60,000; Full time

Job summary

The CSC role at Trelleborg Sealing Solutions US Inc in Chalfont, PA focuses on managing customer relations, reviewing contracts, and ensuring orders align with KPIs while coordinating with internal teams to meet logistics targets.

You will handle inquiries, resolve delivery issues, and contribute to process improvements, requiring strong communication, multitasking, and knowledge of ERP systems such as SAP or JDEdwards.

Qualifications

• Minimum 1 yr. Customer Service experience required
• Knowledge of basic business sales and marketing practices preferred
• Experience in the Aerospace, Sealing, or Polymer industry is beneficial
• Familiarity with AS9100 quality requirements is beneficial
• Familiarity with order management is beneficial
• Strong written and verbal communication skills
• Strong people and relationship building skills
• Customer driven with a positive, professional, determined attitude
• Strong organizational skills with the ability to multi-task with attention to detail and accuracy
• Basic math skills (addition, subtraction, margin calculations)
• Proficient in the use of Microsoft Office Word and Excel
• Proficiency in the use of business operational software (Oracle JDEdwards, SAP) is beneficial
• Adapting to customer and supplier websites for orders, updates, changes, etc.

Responsibilities

• Ensure contract review is executed in accordance with AS standards and local procedures in a timely fashion
• Evaluate customer orders and demand against supplier deliveries in order to meet and exceed OTD targets
• Interface with internal teams and external customers to proactively resolve customer complaints
• May be required to source and purchase product from internal and 3 rd party sources to fulfil customer requirements
• Understand and communicate changes to customer demand and requests as needed across the organization. Liaise with Hub, Supply Chain Management (SCM), Project Manager (PM), and Factory departments to ensure that all activities are aligned with Trelleborg and the Customer’s KPIs
• Resolve delivery schedule problems and negotiate delivery schedule changes
• Work with the BPM and AHA tools to implement a continuous improvement culture to increase efficiencies and profitability by identifying potential improvements to the internal work processes
• Provide proactive communication, analysis, and problem solving to team members
• Work with logistics facilities to continuously improve transit and delivery times and satisfy or exceed customer OTD targets.
• Ensure full compliance with the Quality Management Systems (QMS) and Standard Operating Procedures in accordance with AS9100.

Skills

Customer Service

Communication

Organizational Skills

Multitasking

Microsoft Office

Tools

Oracle JDEdwards

SAP

Microsoft Excel

Job description

The CSC works with Logistic and Manufacturing facilities as well as supports Sales Engineers(SE), Application Engineers(AE), Customers Support Account Leads (CSAL), and Management to achieve their goals and KPIs. As a result of the large team, they often have multiple tasks competing for their time requiring excellent organizational and communication skills. In some situations, the CSA may handle accounts within a team or solo. As a result, they may be required to perform additional duties as needed to support accounts.

Tasks and Responsibilities:

The CSC can have a variety of tasks and responsibilities that may include but are not limited to:

Customer Management:

• Ensure contract review is executed in accordance with AS standards and local procedures in a timely fashion
• Evaluate customer orders and demand against supplier deliveries in order to meet and exceed OTD targets
• Interface with internal teams and external customers to proactively resolve customer complaints
• May be required to source and purchase product from internal and 3 rd party sources to fulfil customer requirements

Communication:

• Understand and communicate changes to customer demand and requests as needed across the organization. Liaise with Hub, Supply Chain Management (SCM), Project Manager (PM), and Factory departments to ensure that all activities are aligned with Trelleborg and the Customer’s KPIs
• Resolve delivery schedule problems and negotiate delivery schedule changes

Hub Operations:

• Work with the BPM and AHA tools to implement a continuous improvement culture to increase efficiencies and profitability by identifying potential improvements to the internal work processes
• Provide proactive communication, analysis, and problem solving to team members

Administrative:

• Work with logistics facilities to continuously improve transit and delivery times and satisfy or exceed customer OTD targets.
• Ensure full compliance with the Quality Management Systems (QMS) and Standard Operating Procedures in accordance with AS9100.

Education and Experience:

• Minimum 1 yr. Customer Service experience required
• Knowledge of basic business sales and marketing practices preferred
• Experience in the Aerospace, Sealing, or Polymer industry is beneficial
• Familiarity with AS9100 quality requirements is beneficial
• Familiarity with order management is beneficial
• Strong written and verbal communication skills
• Strong people and relationship building skills
• Customer driven with a positive, professional, determined attitude
• Strong organizational skills with the ability to multi-task with attention to detail and accuracy
• Basic math skills (addition, subtraction, margin calculations)
• Proficient in the use of Microsoft Office Word and Excel
• Proficiency in the use of business operational software (Oracle JDEdwards, SAP) is beneficial
• Adapting to customer and supplier websites for orders, updates, changes, etc.

Travel:

• The CSC position is a local position.
• Limited travel requirements will be 0%-10% of the time per year.
• Travel may be required internationally; candidate must be able to travel outside of the US without restrictions.

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.

This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. Green Card Holder), Political Asylee or Refugee.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.