As a Representative in Customer Service, your primary purpose is to serve as the main point of contact for all order fulfillment activities. You will respond promptly and efficiently to inquiries from assigned customer accounts, coordinating post-order shipping activities and handling complaints.
Our Team
You will be part of the Global Sales and Marketing Division, collaborating with a diverse team that includes Sales Engineers, Quality, Finance, Supply Chain, IT, Product Managers, and various Molex entities. Externally, you will interact with customers, freight forwarders, and warehouse providers to ensure smooth operations and customer satisfaction.
What You Will Do
- Manage the order process by receiving, checking, and processing customer orders in SAP, while ensuring any missing or incorrect data is followed up on with customers or internal departments.
- Handle requests for order changes with relevant plants, adhering to customer terms and conditions or Molex Financial policy guidelines, which include activities such as:
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- Expedites;
- Pull-in/push-out;
- Increase/decrease/cancellation.
- Proactively monitor customer order backlogs, initiate necessary expedites, and communicate any changes in delivery schedules to customers.
- Analyze forecast demand against actual orders for scheduling agreements, providing feedback to customers and coordinating relevant actions with Supply Chain, Sales, and the customer for VMI transitions.
- Manage special shipping arrangements, coordinate with manufacturing locations, freight companies, and warehouses, handle premium freight, freight cost liability, and drop shipments.
- Process customer complaints in the SAP system, coordinate corrective actions with customers, sales engineers, and plants, and provide necessary documentation to resolve issues.
- Process distribution scrap requests according to contractual agreements and company guidelines.
- Initiate requests for SAP Master Data maintenance, including:
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- Customer master;
- Customer material info records;
- Material master.
- Review customer scorecards, coordinate corrective action feedback with Sales, and inform customers.
- Provide monthly reporting input to the CSR supervisor/manager promptly and accurately.
- Coordinate customer visits with appropriate stakeholders.
- Support and contribute to Molex's Total Quality Management (TQM), Six Sigma, International Standards Organization (ISO), and Environmental, and/or Health and Safety (EH&S) Management Systems by adhering to company policies and procedures.
- Perform other related duties as assigned by management.
Who You Are (Basic Qualifications)
- Possess a diploma or higher with several years of relevant customer service experience.
- Strong skills in Microsoft Excel, Word, and Outlook.
- Demonstrated problem-solving abilities, offering solutions and efficient responses within company guidelines.
- Effective decision-making skills, ensuring customer requirements are met while adhering to company policies.
What Will Put You Ahead
- Prior experience in the electronic industry, with 2 to 3 years of customer service experience preferred.
- Knowledge of SAP or experience with an ERP system.
- Proactive and flexible, with a genuine interest in customer needs and a sense of urgency.
- Ability to work independently in high-pressure environments, maintaining an organized approach and confidentiality.
- Strong commercial sense and sensitivity to the needs of others.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
As a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
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