Customer Support Coordinator

2 months ago

Westmount, Canada Trelleborg Sealing Solutions US Inc Full time

The CSC works with Logistic and Manufacturing facilities as well as supports Sales Engineers(SE), Application Engineers(AE), Customers Support Account Leads (CSAL), and Management to achieve their goals and KPIs. As a result of the large team, they often have multiple tasks competing for their time requiring excellent organizational and communication skills. In some situations, the CSA may handle accounts within a team or solo. As a result, they may be required to perform additional duties as needed to support accounts.

**The CSAL can have a variety of tasks and responsibilities that may include but are not limited to**:
**Customer Management**:

- Ensure contract review is executed in accordance with AS standards and local procedures in a timely fashion
- Evaluate customer orders and demand against supplier deliveries in order to meet and exceed OTD targets
- Interface with internal teams and external customers to proactively resolve customer complaints
- May be required to source and purchase product from internal and 3rd party sources to fulfil customer requirements

**Communication**:

- Understand and communicate changes to customer demand and requests as needed across the organization. Liaise with Hub, Supply Chain Management (SCM), Project Manager (PM), and Factory departments to ensure that all activities are aligned with Trelleborg and the Customer’s KPIs
- Resolve delivery schedule problems and negotiate delivery schedule changes

**Hub Operations**:

- Work with the BPM and AHA tools to implement a continuous improvement culture to increase efficiencies and profitability by identifying potential improvements to the internal work processes
- Provide proactive communication, analysis, and problem solving to team members

**Administrative**:

- Work with logistics facilities to continuously improve transit and delivery times and satisfy or exceed customer OTD targets.
- Ensure full compliance with the Quality Management Systems (QMS) and Standard Operating Procedures in accordance with AS9100.

**Education & Experience**:

- Minimum 1 yr. Customer Service experience required
- Able to fluently speak both French and English
- Associate degree strongly preferred
- Bachelor’s degree a plus
- Knowledge of basic business sales and marketing practices preferred
- Experience in the Aerospace, Sealing, or Polymer industry is beneficial
- Familiarity with AS9100 quality requirements is beneficial
- Familiarity with order management is beneficial

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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