Customer Service Representative - Automotive

Customer Service Representative - Automotive

Summary of Position

The Customer Service Representative works directly with our customers to ensure on-time delivery of their products, acts as the primary contact for the customer, interfaces with the organization on the customers behalf, and is responsible for the customers overall satisfaction.

Essential Functions

• Serve as the primary point of contact for customers.
• Develop a strong understanding of each customer's shipping, packaging, ordering, and communication requirements, and clearly communicate those needs across the MMI organization.
• Manage and maintain customer web portals as required.
• Ensure accuracy of customer sales orders in the ERP system Dassault Systems DELMIAWorks (formerly IQMS); review daily EDI or manual orders and weekly sales order backlog.
• Maintaining regular communication with the sales team for effective customer satisfaction
• Coordinate with the Production Scheduler to align production with customer delivery schedules and ensure on-time delivery.
• Collaborate with the Product Launch Team to support the smooth implementation of new programs.
• Monitor finished goods inventory levels and make recommendations to maintain appropriate stock by item.
• Facilitate the annual reset of customer cumulative sales order requirements.
• Maintain and report on key customer service metrics including:
• Daily/weekly/monthly on-time shipments
• Weekly sales order backlog
• Monthly delivery performance
• Identify and resolve EDI processing errors; review daily EDI exception logs and serve as the main point of contact for the EDI provider.
• Support continuous improvement by proactively identifying issues, collaborating with internal and external teams, and implementing solutions.
• Respond to customer requests promptly, ensuring complete resolution through the ERP system and associated processes.
• Set up new customer shipping locations and maintain key operational information, including specifications, routing guides, labeling requirements, and compliance documentation.
• Set up new item details across ERP, EDI, and inventory systems in preparation for new product launches.
• Assist in the development and maintenance of order processing and customer service procedure manuals, including contingency plans for potential disruptions.
• Monitor sales order accuracy and work cross-functionally to ensure on-time delivery; communicate any exceptions directly to customers.
• Provide operational support for the ERP system to fulfill customer needs effectively.
• Keep customers informed of daily order status, delays, or changes to delivery commitments.

Quality & Authority Responsibilities

• Authorized to stop any shipment if notified of a quality, safety, or order change by the customer.
• Responsible for communicating any changes to delivery commitments to the customer and management team in a timely manner.
• Ensure customer quality expectations and order specifications are consistently met and documented.

Qualifications

• Bachelors degree or at least 5 years experience required; preferred majors include Business Administration, Supply Chain Management, or a related field.
• Prior customer service experience, preferably in the manufacturing or automotive industry.
• Strong customer service orientation with a proactive, solution-focused mindset.
• Experience with ERP systems involving customer setup/configuration, sales order management, and shipping processes is highly desirable.
• Preferred experience with OEM EDI, using both X12 and EDIFACT formats.
• Self-motivated and able to work independently with minimal supervision.
• Excellent verbal and written communication skills.
• Exceptional time management, organization, and multitasking abilities.
• Strong work ethic, reliability, and attention to detail.
• Familiarity with OEM portals for companies such as Stellantis, GM, Ford, Mack/Volvo, PACCAR, and International Truck is a plus.
• Experience with Dassault Systems DELMIAWorks (formerly IQMS) ERP software is a plus.

In the office position in Saline, MI.  65k is what they are looking to spend, may be some wiggle room.