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Customer Service Supervisor

Job Number:  17253
Group:  Magna Exteriors
Division:  Rollstamp Manufacturing
Job Type:  Permanent/Regular
Location: 

Concord, ON, CA

POSITION SUMMARY:

 

The Customer Service Supervisor manages the Customer Service Coordinators. They are responsible to ensure all customer EDI releases are processed through Rollstamp’s MRP system to generate requirements for the Schedulers and to send releases to our suppliers. The Customer Service Supervisor also monitors customer websites, and monitors delivery performance for the customer.

 

POSITION RESPONSIBILITES:

 

  • Manages customer delivery issues/rating hits. Creates CAR in system and manages process until closed.
  • Presents CAR’s to customers as needed.
  • Trains, mentors and leads the Customer Service Coordinators.
  • Responsible for daily customer requirements, communication, escalation and prioritization for customer demands
  • Ensures that employees reporting to him/her adhere to the policies and standards set forth in the Employee Handbook
  • Conducting regular and timely performance reviews and handles any performance issues in a timely manner
  • Develop team oriented problem solving to effectively resolve non-conformances
  • Maintains ADP time and attendance while limiting any overtime required
  • Responsible for Problem Resolution, Root Cause Analysis and Continuous Improvement
  • Prepares and maintains documentation/desk procedures
  • Daily posting of releases that have already been pulled in by Rollstamp’s EDI.
  • Manually pull in releases that were not pulled in automatically and post releases.
  • Ensure that releases coming into Company from customers are accurate. Challenge large variances with customer. Completes a weekly capacity report and review.
  • Investigate and close out all errors found on each error batch by liaising with the appropriate departments.
  • Ensure that the appropriate personnel are informed as releases are posted.
  • Responsible for customer ramp up and build out plans
  • Responsible for monitoring and submitting customer chargebacks
  • Responsible for Customer USMCA
  • Responsible for Customer calendars
  • Reviews any build out on part number and any new information that the customer might be coming through.
  • Responsible for ensuring that customer shipment requirements (including past model-year - service - programs) are being met in the best and most effective way, on customer-specified shipping dates, in order for Rollstamp to maintain the highest possible customer service ratings.
  • Escalation contact for customers regarding releases and shipment deadlines, usually by telephone (including after business hours).  Handles any traffic-related problem concerning delivery of parts from Rollstamp to its customers.
  • Ensures that the latest customer demand information is appropriately communicated to the CSI system; liaises with Company Systems personnel to resolve EDI communications issues. 
  • Communicates scheduling changes and significant release fluctuations to all affected departments (Management, Purchasing, Shipping, and Quality Assurance) in a timely manner.
  •   Ensures that customer/Rollstamp cum records are in agreement at all times.
  • Manages customer expedites when we arrange freight from point of pick-up to destination – hourly tracking shipment to ensure no issues.
  • Maintains the following files, in an orderly manner; all releases (both manual and EDI) by model year and customer, all customer-issued traffic, routing, and carrier documentation, expedited shipment summaries, CSI cum-shipment histories, and customer “Supplier Performance” data.
  • Tracks and graphs company ASN performance, as per customer requirements.
  • Prepares and maintains documentation/desk procedures specific to the Release Analyst / Customer Service Coordinator position.  This includes all CSI system-specific procedures.
  • Ensure team complies with all Rollstamp Health and Safety policies and procedures.
  • Ensure team complies with all Rollstamp IATF 16949 policies and procedures.
  • Ensure team complies with all Rollstamp ISO14001 policies and procedures.
  • Perform any other reasonable request by management.

 

SKILLS/EXPERIENCE REQUIRED:

 

Educational Requirements:  College or University degree             

Minimum Experience/Field: 3 years’ experience in automotive materials management preferred

Courses Required: Excel, Trans4M

Computer Skills: Knowledge of an automotive EDI system such as Trans4M, Advanced Microsoft Excel, knowledge of OEM portals such as Ford EDDL, GM SPOC, TOMS, Supply Power

Additional Certificates/Diplomas:          

Licenses/Permits Required:                       

Physical Requirements: 

Communication Skills:   Excellent verbal and written communication skills in English

Additional Education/Experience/Skills:

  • Knowledge of an automotive EDI system, preferably Trans4M
  • IATF 16949 familiarity
  • Able to balance multiple tasks
  • Excellent organizational skills
  • Able to work flexible hours
  • Strong math skills

 

CORE COMPETENCIES FOR THIS POSITION:

 

  • Able to receive customer releases and generate supplier releases.
  • Complete familiarity and understanding of work instructions starting with SR & TR
  • Able to use Customer portals (such as DDL, Supply Portal Scorecard (PC Portal II), SPOC, GPIRS, SNC, Tesla, Toyota)

 

Role Summary

Key Responsibilities

Key Qualifications/Requirements

Additional Information

Accommodations for disabilities in relation to the job selection process are available upon request.

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