Customer Service Supervisor

JOB TITLE: CUSTOMER SERVICE SUPERVISOR

LOCATION NAME: SYSTEMS PROTECTION, EL PASO, TEXAS

COUNTRY: USA

BUSINESS UNIT: PERFORMANCE SOLUTIONS

REPORTS TO: REGIONAL SUPPLY CHAIN MANAGER

DEPARTMENT: CUSTOMER SERVICE – SUPPLY CHAIN

RESPONSIBILITIES

Responsible for supervising employees engaged in customer service activities. Directs, assigns, and expedites service work to ensure Customer Satisfaction.

Prepares technical and analytical reports for management to monitor and make decisions regarding the plant’s strategic planning of customer demand. Collaborate with Sales to ensure Customer Satisfaction Supervises the Customer Service team to insure proper customer coverage, response and communication with the manufacturing plant. Address EDI Issues with EDI Team Support Works with materials and operations schedulers at the manufacturing plant to properly promote the customer’s requirements and ensure that the communication between the plant and the customers is effectively initiated. Trains others, as requested by the manager, within the organization on the SAP System and the other critical systems used in this function. Provides guidance to direct reports for complete and effective problem resolution. Responsible for promoting and ensuring cross-training is accomplished within the team Assists with projects as requested by manager and other miscellaneous duties as business needs dictate. Participate in audits as the representative for the department in regards to IATF16949 / AS9100 and other required audits / certificates Participates in corrective actions including customer concerns Adheres to and is complaint with all State and Federal Safety Environmental laws.

ACCOUNTABILITY AND AUTHORITY LEVEL

Accountable for Adherence to the Zero Tolerance policy and practice of refusing to tolerate or allow behavior defined by Tenneco as unacceptable in terms of safety (e.g. "unsafe behavior" meaning behavior that could lead to occupational injury or illness to a plant employee, contractor or visitor). Accountable for complying with Environmental Health & Safety Rules and Regulations. Must be able to understand what hazards are associated with his/her position and how to minimize them. All accidents/injuries no matter how slight must be reported to any member of management, and/or Environmental Health & Safety Manager as soon as possible. Will be required to wear required personal protective equipment. Accountable for abiding by the El Paso's EH&S policy endorsed by the local management, comply with the legal and other requirements and operational controls established under its EHSMS, AUTHORITY to enforce and implement Environmental Health & Safety Rules, Regulations, corporate EHS directives and EHS programs and systems at the El Paso facility. AUTHORITY to Stop and shutdown unsafe machine operation; unsafe behaviors; and unsafe conditions. This includes but not limited to any activity that does not conform to the EHS policy or may injure his/her direct reports or other Tenneco employees, visitors, contractors. Will work towards achieving established objectives, targets, and conform to procedures consistent with the ISO 14001 and ISO 45001 standards. Other miscellaneous duties as business needs dictate or assigned by the corporate EHS officials. Each employee has the authority to initiate action to prevent a violation of the Tenneco Code of Conduct Policy.

EDUCATION

Bachelor’s Degree in Business or related field or Equivalent Experience preferred

EXPERIENCE

Required

Minimum Experience and Competencies required .

Strong Computer skills in Windows, Eagle and SAP as well as knowledge of EDI language and transmissions required. At least (5) years’ experience in Customer Service at a manufacturing facility. Excellent communication skills Bilingual English/Spanish required Experience with SAP order entry system helpful Travel less than 25% of time Product / Process Knowledge Helpful Quotation Database knowledge ECRN’s (Engineering Change Request) management experience Microsoft Office Suite (Excel, PowerPoint, Word) - Experience level Intermediate to Excellent SAP experience with ECC6 and functions of Customer Service, order entry; OTC (order to cash)