Customer Service Specialist (63)

Job description

Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving two primary markets – passenger vehicle and commercial truck – Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities. PURPOSE The EU Customer Support Staff role is responsible for exceeding customer expectations by promptly responding to incoming inquiries, proactively analyzing customer needs, and performing investigations to determine root causes and drive process improvements. PRIMARY DUTIES AND RESPONSIBILITIES 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. EDUCATION AND QUALIFICATIONS 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 SKILLS AND COMPETENCIES 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 TECHNICAL SKILLS Advanced proficiency in Microsoft Office applications (Word, Excel) Experience with SAP or similar ERP systems is a plus Gross annual salary: 35.540€ We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.