NEW JOB OPENING
CUSTOMER SERVICE & ORDER MANAGEMENT SPECIALIST (SAP ERP)
IN Madison Heights, MI, USA!

Required Education

· High School Diploma or Equivalent



Required Qualifications/Skills/Experience

· 2–5 years of experience in Customer Service, Supply Chain, or Sales

· Experience in customer-facing operations, such as Customer Service or Sales

· Knowledge of the Order-to-Cash (OTC) process

· Familiarity with cloud-based solutions, such as Service Cloud, ERP systems such as SAP, and other IT applications

· Understanding of Supply Chain operations



Overview

· Deliver an exceptional Customer Service Experience (CSX) by taking full accountability for the end-to-end customer journey and collecting feedback to drive continuous improvement

· Serve as the single point of contact for current and new clients while collaborating internally with relevant departments to meet customer expectations and needs

· Manage customer-facing activities and customer experience, maintaining a customer-centric mindset throughout day-to-day interactions

· Support Order-to-Cash (OTC) processes and Customer Service Management, focusing primarily on inbound and outbound customer interactions

· Build customer trust and relationships by supporting supply, commercial, and application-related enquiries, collecting feedback, and identifying opportunities to improve customer satisfaction

· Maintain accurate customer relationship management data, document customer interactions, and schedule follow-up actions to support customer retention and business development

· Deliver quality customer service by handling customer cases and complex queries while minimizing disruption and downtime

· Collaborate with Customer Service Experience (CSX), Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain teams to align priorities and meet customer expectations

· Support customer experience initiatives, tools, and processes, including customer experience testing and service differentiation based on customer segmentation, service levels, and satisfaction

· Contribute to continuous improvement initiatives that enhance operational efficiency, streamline workflows, and improve customer experience

· Monitor individual performance against productivity, quality, and timeliness standards using key performance indicators (KPIs), performance management systems, and reports

· Use SAP, Service Cloud, and other customer service tools to improve efficiency and provide feedback for system improvements

· Plan daily, weekly, and monthly activities to maintain business continuity, improve efficiency, and enhance customer satisfaction

· Comply with clients Corporate Standards, Global Safety, Health and Environment (SHE), and Sustainability requirements



Job Duties

· Customer Experience and Accountability

· Take accountability for customer-facing activities and the overall customer experience

· Act as the single point of contact for customers

· Adopt a customer-centric mindset in day-to-day interactions by setting and meeting expectations, providing a stress-free experience, and maintaining a positive and professional demeanor



Order-to-Cash (OTC) and Customer Service Management

· Manage OTC and Customer Service activities, focusing primarily on inbound and outbound customer interactions



Voice of Customer

· Contribute to understanding customer segments, trends, needs, and expectations by reporting on customer interactions and providing feedback

· Build customer trust and relationships by supporting supply, commercial, and application enquiries

· Collect feedback and identify opportunities to improve customer satisfaction, including through regular customer visits



Customer Relationship Management (CRM) Data

· Enter relevant information into the customer relationship management system after each customer contact

· Create call plans and ensure data quality to support effective customer retention and business development activities

· Schedule follow-up actions



Customer Service Experience Operations

· Provide quality service to customers while identifying opportunities to secure new business or support customer retention through customer interactions

· Handle customer cases and complex queries to minimize disruption and downtime



Collaboration

· Collaborate closely with internal partners and functions, including CSX, Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain, primarily through Service Cloud

· Evaluate and align priorities to balance customer expectations and needs with Supply Chain capabilities

· Monitor and ensure the fulfillment of commitments made by other functions



Customer Experience Implementation

· Support the implementation of differentiated customer experience initiatives, tools, and processes, including customer experience testing

· Differentiate service according to customer segmentation, service levels, and customer satisfaction levels



Continuous Improvement

· Contribute to reviewing existing operations within the assigned area of work

· Generate ideas to identify continuous improvements that enhance operational efficiency, streamline workflows, and improve customer experience



Performance Management

· Prioritize individual workflows and ensure work is completed to required productivity, quality, and timeliness standards

· Use KPIs, performance management systems, and reports to improve individual performance



Supporting Systems

· Utilize customer service supporting systems and tools, including SAP and Service Cloud

· Drive efficiencies and provide feedback to support system improvements for internal and external use



Time Management and Activity Planning

· Plan daily, weekly, and monthly activities to ensure business continuity, enhance efficiency, and improve customer satisfaction

· Participate actively in team meetings to align priorities



Compliance

· Comply with clients' Corporate Standards, Global SHE, and Sustainability requirements



Travel

· Regular customer visits are referenced; travel requirements and frequency are not specified

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**