Customer Service Representative Team Leader B

Customer Service Representative Team Leader B - NSK Corporation

The Company

NSK is a global manufacturer of ball and roller bearings, linear motion technology, automotive components, and steering systems with both domestic and overseas manufacturing capabilities. NSK also offers a full range of services including reconditioning, ball screw repair, product integration, application engineering, and predictive & preventative maintenance and reliability services. NSK's products and solutions are everywhere where things are in motion - even under the toughest conditions. NSK's high-precision rolling bearings are used in wind turbines and machine tools, linear components are found in production lines, while automotive components are installed in the vehicles of almost every well-known automaker.

The Customer Service Representative Team Leader B Role

The NSK Industrial Business Unit Customer Service Team Leader has account responsibilities as well as team leadership and management.

This position is responsible for an assigned group of customer accounts. These responsibilities include handling requests for quotations, order maintenance, expediting orders, and forecasting. Has an expert working knowledge of RAS and ABS as well as other related systems. Is customer focused and interfaces with customers and various departments to meet customer requirements. This position may be assigned training responsibilities. It is expected in this position that there is an expert level of knowledge in all aspects of the job. Must be capable of working under limited supervision.

This individual provides leadership and directions to the Industrial CSR team to achieve Business Unit and Corporate goals while supporting Industrial CSR team demand management to achieve policies and objectives set by management. This position supports the BU/Territory Managers to review Industrial customer demand by utilizing historical trends and analytical skills utilizing NSK's systems and spreadsheet applications.

Responsibilities

• Perform customer demand analysis. This is accomplished by working with CSR, sales, and the customer.
• Implement and support continuous improvement ideas (system/process improvement, automation, SOPs).
• Visit customers to support improved demand management and customer service.
• Lead and support Industrial customer service team, including training and development.
• Perform quarterly audit of work instructions compliance.
• Communicate effectively with all departments and levels of the organization.
• Assignment of responsibility to include administering a staff of CSRs including their development by creating a productive working atmosphere, setting performance standards, establish professional development plans, daily training and coaching, and performance evaluations.
• Support Industrial BU financial forecast.
• Support Month-to-Date sales analysis report.
• Perform special assignments as requested by direct manager.
• Investigates all customer service-related issues/concerns and recommends/implements necessary corrective action to ensure customer satisfaction. Approves, based on SOP escalation process, RMAs and Premium Freight Requests up to specified dollar limits.
• Authorizes credit/debit adjustments due to price changes or pricing differences based on SOP approval levels.
• Maintains a working relationship with all potential and/or actual customers through regular communication.
• Supervises the development and maintenance of all customer records required for sound business administration and for compliance with government statutes, rules, and regulation limits.
• Maintains effective full loop communication with Marketing, Sales, BCD, and Distribution Center personnel to facilitate the exchange of information that will ensure servicing the customers' needs.
• Become knowledgeable of unique customer service requirements of the respective trends in the industry, and available technology/methods to meet such requirements.
• Maintains active involvement in the key industry organizations to remain informed on such matters.
• Demonstrates effective interpersonal skills when communicating with the internal and external customers.
• Assists in coordination with the other departments to proactively add necessary capabilities to meet customer requirements in a cost-effective manner.
• An active participant within a team environment empowered to act and make decisions with well-defined expectations, to accomplish continuous improvement, ensuring a win-win outcome for our company and our customers.

Qualifications

• The job requires a minimum of a Bachelor's degree in a related field and 5+ years of position-related experience.

Featured Benefits

• Full medical, dental, and vision insurance offered
• Matching 401(k)
• Generous vacation and holidays
• Life insurance
• Growth opportunities

NSK is an Equal Employment Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status, or any other characteristic protected by law.

VEVRAA Federal Contractor