Customer Account Specialist at Hirose Electric USA – Downers Grove, Illinois

ABOUT THE ROLE

The Customer Account Specialist will own the order management life cycle through the value chain and lead professional, solution-oriented communication with both internal and external business partners.

Hybrid Role. Three days in office/two days WFH per week. Training to be completed on-site.

Reports into the Customer Service Supervisor.

POSITION RESPONSIBILITIES

· Responsible for end-to-end customer order management of Hirose products for assigned customers from receipt through delivery to customer warehouses and/or manufacturing locations, ensuring the highest level of customer service.

· Partner with Global Supply Chain Management team to ensure on-time delivery to the customer.

· Responsible for identifying, resolving, and communicating order level issues including but not limited to product fulfillment, on time delivery, push in/out, allocations and quality holds using available system tools and established processes.

· Responsible for ownership of KPI's - understanding, tracking and monitoring Hirose’s performance against them and working with key stakeholders and cross functional partners to develop action plans for improvement; KPIs include but not limited to On Time Delivery and E-mail Response time.

· Responsible for proactive communication to Sales, Customers & key Leadership stakeholders to share status of product availability and action-oriented solutions to delayed delivery.

· Responsible for leveraging all technology and tools available to support accurate, timely order management, recognize trends, assess risk and provide proactive management of customer account to reduce potential issues in advance.

· Utilizes experience and established guidelines to make judgment and discretionary decisions to determine what action is necessary to meet customer’s needs.

· Review Customer Forecast, and/or safety stock requirements and coordinate internally with other departments as needed to insure requirements can be met.

· Responsible for processing customer requested RMA’s:

oInitiate process for quality investigation requests due to customer concerns.

oWork with applicable departments such as Operations and Sales to research and gather appropriate information.

· Using data and account knowledge to identify areas for improvement.

· Assist with shipping samples to reps and sales team.

SKILLS AND QUALIFICATIONS

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

• Associates degree required; Bachelors preferred.
• Minimum two years of experience in a customer service, logistics, or supply chain environment.
• Must be able to communicate and interface with internal teams and external partners effectively via phone, e-mail or face-to-face as required.
• Must be able to effectively manage multiple items/issues/request simultaneously and be able to prioritize those, following up as needed to insure timely completion.
• Ability to maintain a high level of professionalism under tense situations.
• Must be able to work well on a team as well as autonomously within this role.
• Exceptional attention to detail, organization, time management, and follow through skills are a must.
• Excellent verbal and written communication skills. The majority of the work is via e-mail, Excel and ERP system. Minimal phone work.
• Excellent computer skills (Outlook, Word, Excel) and ability to learn new programs easily.
• Data entry experience in ERP, MRP, or CRM software required and minimum typing speed of 55- 60 WPM.
• Able to read, write, and speak English fluently. Japanese/Spanish a plus.

PHYSICAL CONDITIONS
Normal office environment.

PHYSICAL DEMANDS

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 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 talk or hear. The employee is frequently required to sit, stand, walk, use hands to finger, handle or feel, reach with hands and arms, climb or balance and stoop, kneel, crouch or crawl. The employee will also need to travel to tradeshows and company events. The employee must occasionally lift and/or move up to 40 pounds.

WORK ENVIRONMENT

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 work environment is usually moderate.

Hirose Electric USA, Inc. may need to revise or change the essential and supplemental responsibilities of the position as the need arises. This job description does not constitute a written or implied contract of employment.