Customer Service Specialist (63)

• Answers incoming customer calls/chat/emails.
• Enters orders into ERP system.
• Drives the use of Dana order management platforms by recommending the most appropriate solution for order placement and product availability checks.
• Reviews and resolves blocked orders.
• Responds to price, availability, and inquiries.
• Handles delivery-related improvements and expedite requests.
• Coordinates open orders and back-order follow-up by maintaining backlog accuracy through regular review and clean-up of obsolete or non-relevant orders.
• Ensures delivery dates are realistic based on customer requirements and potential logistical or financial constraints.
• Manages past-due customer communication.
• Handles EDI/Teccom processes.
• Provides EDI/Teccom/Weco support and resolves reject errors.
• Resolves ASN issues.
• Coordinates shortage, overage, damage claims and returns.
• Works with sales, accounting, and product management to resolve debits, credits, and warranty-related issues.
• Schedules and executes shipments in cooperation with logistics, customers, and forwarders.
• Handles invoicing and shipping documents.
• Handles shipment tracking.
• Handles document requests and export documentation.
• Maintains master data.
• Executes dunning activities for accounts receivable.
• Participates in occasional projects as needed and supports ASMs with price lists and statistics.
• Drives process improvement by working in cross-functional teams.
• Escalates unresolved issues to the appropriate level and identifies opportunities for improvement.
• Assists with daily case volume as needed.
• Performs all other duties as assigned or as needed.

• Relevant education in Business Administration, International Trade or similar
• 3+ years of customer service experience in a manufacturing/distribution environment in lieu of relevant education

• Fluent in (speaking and writing):

• Mandatory: English
• Mandatory: French
• Mandatory: Spanish
• Preferable: Italian

• Demonstrated collaboration and problem-solving ability.
• Ability to work effectively both independently and as part of a team.
• Adaptability and cultural awareness.
• Good interpersonal skills
• Ability to absorb new information in a fast-paced environment.
• Basic understanding of the supply chain in a manufacturing/distribution environment
• Effective oral and written communication skills.
• Organized and able to shift priorities based on business needs.
• Fast & accurate data entry skills.
• Good telephone and conflict resolution skills.
• Ability to multi-task.
• Continuous improvement mindset

• Advanced proficiency in Microsoft Office applications (Word, Excel)
• Experience with SAP or similar ERP systems is a plus