Customer Service Representative

Job Type
Full-time
Description
Founded in 2008 DMA Industries, LLC (DMA) has quickly grown to become a trusted supplier to the North American Automotive Parts Aftermarket. DMA has a dynamic, performance-driven work culture that embodies the entrepreneurial spirit. teamwork, collaboration, and an unwavering standard of ethics.
Position Overview:
Serving the Automotive Parts Aftermarket, DMA Industries LLC sells through multiple sales channels ranging from Big Box retailers to traditional distributors. Each channel has specific needs and customer requirements. This customer specialization and complexity has resulted in the need for dedicated Strategic Account Service Specialists familiar with those requirements and ensuring compliance to those requirements.
Responsibilities

• Participate as a member of the strategic account team that is responsible for the overall success of the account relationship.
• Communicate cross functionally any operational opportunities for improvement.
• Participate in team meetings for strategic customer account startup. Understand customer requirements in detail and participate in the development of account's Standard Operating Policies (SOPs).
• Once customer specific SOPs are approved by management, maintain these SOPs by ensuring they are current with the actual operating practices in serving the account and are made available to all team members.
• With managements approval, responsible for updating and modifying SOPs after program is underway for any unforeseen exceptions, process improvements, and/or as customer requirements change.
• Participate in cross training of supporting staff members sufficiently to allow basic support of the customer program in the event of absence or as needed.
• Become proficient in operating within the company's business ERP system (Sage 100) and other supporting internal business systems.
• Become confident in handling questions regarding DMA product lines and utilizing the on-line DMA product catalog.
• Responsible for managing all aspects of the customer order process ensuring compliance to specific customer SOPs.
• Coordinate with the Distribution Center Manager on order processing, pulling and shipment scheduling.
• Responsible for finalizing the shipment documentation and arranging transport for customer shipment as required.
• Understanding the EDI requirements of the customer and remitting ASN, invoice, and credit information to the customer in a timely and accurate manner. Communicating and resolving any EDI exceptions in a timely manner.
• Responsible for maintaining contact with EDI providers, and ultimately the customer, regarding any order submission issues or exceptions, as well as DMA management.
• Timely communication to the customer on backorders and planned availability of backordered items.
• Monitoring the Vendor Portal for any disputes that may arise during the normal course of business.
• Timely submittal of the appropriate documentation to challenge/dispute inaccurate credits taken by the customer.
• Properly recording and tracking of submitted challenge/dispute documentation until proper resolution has been achieved.
• Working with DMA accounting to document disputed amounts. When customer debits are received, work with accounting to accurately reflect the charge reversal and denote the challenge/dispute has been resolved. Responsible for the issuance of Customer Return Authorizations.
• Process customer return credits and identify any discrepancies between the customer's return documents and what was received by DMA.
• If discrepancies are found, gather necessary supporting documentation and file dispute challenge with customer. Document/communicate as appropriate.
• Measure and report daily, weekly, and monthly account performance metrics to management.
• Filter and forward customer product questions to the Product Management team.
• Maintain and update the Frequently Asked Questions (FAQ) regarding customer concerns or issues.
• Responsible for ensuring that customer questions are answered in a timely manner, whether by phone, email, fax or other means.

Requirements
Education and Experience

• Previous Customer Service/account management experience is a must to be successful in this position.
• High school degree is a must with college credit or college degree a plus.
• Computer literacy with proficiency in MS-Excel and limited MS-Access skills.
• ERP System (Sage 100) order processing knowledge is a definite plus.

Key Competencies

• Excellent interpersonal skills.
• Excellent communication skills.
• Process oriented
• Active listening skills.
• Logic based problem analysis and problem-solving skills.
• Attention to detail and accuracy with memory skills capable of recalling details of past events or conversations with vendors and/or customers.
• Adaptability and capability to multi-task.
• Self-starter capable of self-direction.
• Stress tolerance level high with ability to stay calm during tense situations.

Other:

• Incumbent work hours/schedule are subject to change based on business needs and Management discretion
• Other duties may be assigned as business necessitates
• Company has a "Zero Tolerance" policy regarding insubordination and/or refusal to carry out work as directed. This can result in immediate separation of employment
• Complies with Dress Code of Business Casual Attire

Language Skills: Ability to read and write in English. Ability to effectively articulate and present information and respond to questions from Management in a professional manner.
Physical Demands and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations within ADA guidelines that do not cause Company excessive expenditure(s) may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to have manual dexterity and written, verbal & auditory skills. The employee is regularly required to stand, walk and sit during the workday. The employee is occasionally required to lift and/or move up to 50 pounds. Any additional weight to be lifted should only be accomplished with assistance. Specific vision abilities required by this job are close vision and distance vision. The employee is expected to handle occasional high stress projects/situations as needed due to work to be accomplished, deadlines to meet, etc. Employee must be able to accommodate the requirement of public transportation of any type, in role, to get to/from employment/other offices in a timely manner, as scheduled. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the daily work environment is usually moderate and could possibly change during the business day.