Customer Operations Representative IIMaumee, OH, US, 43537 Requisition: 68253 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 equipment – 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.
Job Purpose:
The Customer Operations Representative II is responsible for managing complex customer service and operational activities while serving as a subject matter expert for customer order management, EDI processes, post-shipment support, and issue resolution. This position proactively collaborates across departments to resolve customer challenges, improve operational efficiency, and enhance the overall customer experience.
Job Duties and Responsibilities:
Customer Support and Issue Resolution Manage and resolve complex customer inquiries and proactive communication regarding customer orders and service-related concerns. Serve as a key resource for issue resolution requiring cross-functional customer concerns are addressed promptly and effectively.
Order and Shipment Management:
Manage open order boards and monitor order fulfillment activities.
Proactively communicate order status changes, delays, and recovery plans to customers.
Coordinate activities to minimize service disruptions and improve delivery performance.
EDI And System Support:
Provide support for Electronic Data Interchange (EDI) transactions and processes.
Investigate and resolve EDI reject errors.
Resolve Advanced Shipment Notification (ASN) related issues.
Support customers and internal teams on EDI-related inquiries.
Claims and Returns Administration:
Coordinate shortage, overage, and damage claims.
Process and manage customer return requests.
Collaborate with logistics, distribution, and customer teams to ensure timely resolution.
Financial Resolution Support:- Partner with Sales, Accounting, and Warranty departments to resolve debits, credits, and warranty-related concerns.
- Investigate customer account discrepancies and support corrective actions.
- Process Improvement
- Participate in cross-functional process improvement
operational challenges and recommend solutions.
Support implementation of process enhancements that improve customer experience and operational efficiency.
Leadership Support:
Share knowledge and best practices with team members.
Assist with onboarding and training activities as needed.
Support departmental objectives and special projects.
Education and Qualifications:
Bachelor's degree preferred. 3+ of customer service experience in a manufacturing, distribution, or related environment; equivalent experience may be considered in lieu of a degree. Experience with SAP, Salesforce, SharePoint, and Microsoft Office Suite. Ability to work overtime or non-traditional business hours as needed.
Skills:
Advanced customer service and issue-resolution skills. Strong analytical and problem-solving abilities. Knowledge of EDI transactions and order management processes. Excellent communication and collaboration skills. Ability to manage multiple priorities and complex customer situations. Continuous improvement mindset. Strong organizational and project management skills. Ability to influence and collaborate across departments. 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.
