New Engine Customer Service Lead

 

 

New Engine Customer Service Lead

 

Location:  Norcross Working hours: 

 

 

 

DEUTZ is one of the world’s leading manufacturers of innovative drive systems. Its core competences are the development, production, distribution and servicing of diesel, gas and electric drivetrains for professional applications that is used in construction equipment, agricultural machinery, material handling equipment, stationary equipment, commercial vehicles, rail vehicles and other applications.
 

 

 

Job Summary

POSITION SUMMARY:

The New Engine Customer Service Lead will be responsible for supporting the Customer Service Manager and leading the Team for training, mentoring members of the team, while also ensuring high customer satisfaction. Additional responsibilities will be helping to resolve escalated issues when the Customer Service Manager is traveling, in meetings, or otherwise unavailable. This position will play a key role with DEUTZ customers and sales force while deploying various customer solutions to improve customer experience and streamline customer interaction.

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

 

The New Engine Customer Service Lead will be responsible for, but not limited to, the following duties:

· Lead team meetings and help the Customer Service Manager facilitate Meetings and Trainings on new policies and processes.

· Provide direct feedback to the Customer Service Manager for process improvements and KPI recommendations. Develop training material and or procedures when necessary to support such activities.

· Primary Back Up for the Customer Service Manager when the Manager is Traveling, in Meetings, On PTO, or otherwise unavailable.

· Analyzing daily inventory levels, forecasts, and orders. (Identify changes in the customer order patterns vs. forecasts that can cause shortage or excess inventory & communicate those observations to impacted teams on the timely manner)

· Managing product data between customer’s and DEUTZ system.

· Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer issues as quickly and effectively as possible.

· Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.

· Customer Support, Order Processing & Customer Record Maintenance.

· Assist DEUTZ sales and distribution teams as necessary, serve as liaison with Engineering, Quality and Warranty teams to provide seamless customer service.

· Support the Customer Service Manager to ensure the Team is complying to proper activities to comply with Audit requirements.

· Serve as the Key User for the Team in the upcoming testing and migration to S4/Hana.

· Perform other duties as assigned.

 

Supervisory Responsibilities: N/A

 

Travel Demands: Anticipated domestic and international travel is approximately 10 - 20% depending on business needs.

 

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

 

EDUCATION/EXPERIENCE:

 

Required Preferred Description

X Bachelor’s degree in business, Supply Chain or relevant field or equivalent.

X Two plus years of relevant industry experience.

X Demonstrated understanding of the end-to-end supply chain required (order management, logistics/distribution).

X Working knowledge of SAP required.

X Advanced proficiency in Excel (Pivot Tables, V-Lookups).

ADDITIONAL REQUIRED SKILLS:

· Strong Leadership and Negotiating Skills

· Excellent verbal and written communication skills. Ability to present data in a clear, concise manner. Ability to handle difficult or sensitive situations with diplomacy and tact.

· Tolerance for ambiguity in the fast-paced environment of change.

· Critical thinking - able to organize and prioritize. Excellent time management skills.

· Demonstrated strong collaboration skills. Team player with excellent interpersonal skills, being able to build bridges cross-functionally and confront tough issues that need to be resolved.

· Demonstrated problem-solving and analytical skills. Strong logic and reasoning skills.

· Strong personal work ethic; an honest and