Sailun Tire Americas Customer Support Specialist Position Reporting To Customer Support Manager Summary/Objective The Customer Support Specialist will be part of STAs customer support team as a key member in all communication that encompasses all aspects of customer order management, reporting, and communication with the factory, the customer, and sales. Assigning similar responsibilities to all team members ensures they are cross trained and provides focus and key support to our customers while developing the strengths of the individual team members. The overall goal is to increase efficiency and effectiveness of order management within the organization for North America. Essential Functions Responsible for customer order transfer to factory, price verification, and communicating any credit hold issues to sales. Ensure and release to factory once container receiving matrix is confirmed. Review and manage allocations. Reviewing, updating the system, and reporting to sales on backorder reports, cancellations, and order changes. Maintain orders for product changes and new codes and Ship to location changes. Ensuring customer card has been completed including at the ship-to level (ASN, Matrix, contacts, etc) that should have been completed by credit department. Prepare weekly reports and monthly dashboards for assigned accounts. Continuous improvements to achieve and provide operational support to maximize customer order fill rates and on time shipments. Systemic management of ERP system product entry / change status. Acts as the main point of contact between factory, sales, and logistics for assigned accounts. Review of factory production schedules and order fill rates against monthly production orders. Provide operational support to ensure customer satisfaction. Prepare and distribute Daily and Weekly reporting for management and sales. Customer Information Management New Account setup and New Dealer Onboarding Package Maintain new ship to setup including contacts, matrix requirements and other pertinent information. STAOrders email inbox must provide acknowledgment of email within 4 hours and responses provided within 24 hours (where feasible) Cross train for absenteeism/vacations Skills and Qualifications Capable of working with peers and associates from other departments in a proactive and constructive manner. Excellent organizational skills and ability to establish priorities with little direction in a fast-paced environment. Attention to detail and commitment to a high degree of accuracy, including consistent, timely and objective output. Excellent verbal and written communication skills. Ability to balance multiple tasks and prioritize, ensuring timely and accurate data entry. People oriented with the ability to establish a high degree of credibility with staff, clients and factory. Required Education and Experience BS in Management or related field 5+ years of experience in a customer service-related position or an equivalent combination of education and experience. Excellent analytical skills and sensitivity to data. Understanding of business management Experience using Dynamics NAV/Navision or a similar ERP system as an asset. Experience using SAP is an asset Experience dealing with Asian supply chain helpful. Strong communication skills. Proficient with the use of a computer, including, but not limited to, the use of Microsoft Office Software (Outlook, Excel, Word, PowerPoint, Teams). Strong ability to multi-task and effectively manage work requirements.
Job Title
Customer Support Specialist