Customer Service Expediter

POSITION OVERVIEW: dormakaba is seeking a Customer Service Expeditor to join our Service team in Indianapolis, IN. This position will be responsible for providing an exceptional experience for the customer while meeting the customers needs. This is an individual contributor role that will provide service and support to internal and external customers. The individual will be responsible for assisting others with problem-solving for urgent and expedited orders in coordination with Customer Service, Production Planning, Operations, and Shipping teams. RESPONSIBILITIES:

• Builds relationships and positively interact and communicate with customers, both internal and external
• Answers incoming internal and external customer calls or emails regarding urgent or late orders, products, and shipments
• Supports Planning and Operations teams by evaluating optimal material supply schedules required to meet customer demand and align with operational capabilities; provide recommendations for improvement as appropriate.
• Evaluates opportunities for substitute products or modified delivery schedules in partnership with the Planning and Operations teams and provides recommendations to customers when appropriate
• Ability to solve practical problems and deal with variables in situations where standardized methods and procedures may exist. Must possess decision making skills to determine when exceptions are needed to provide resolution to the situation
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every interaction
• Works with leadership to stay updated on product knowledge and be informed of any changes in company programs and policies
• Identify gaps in process, product, or supply chain and provide recommendations to team as to service improvements that will result in customer first approach.
• Coordinates and prioritizes urgent customer needs in partnership with Sales and Customer Service
• Initiates required action for response to a customer service request for order changes, status updates, estimated ship date updates, product, or quantity changes, etc.
• Effectively operates a computer workstation with strong knowledge of production and order management systems to obtain and extract order information.
• Develops and recommend changes to existing methods and systems to increase the accuracy, efficiency, and responsiveness for the Planning and Customer Service teams.
• Maintains a working knowledge of company-required software, computer, and office equipment CRITICAL SUCCESS FACTORS:
• Desire to problem solve while remaining calm and tactful
• High sense of urgency for action and responsiveness
• Customer service focused; demonstrates energy, enthusiasm, and a customer first attitude to both internal and external customers
• Strong teamwork work skills and ability to partner across teams to reach stated objectives
• Excellent written and verbal communication skills
• Strong attention to detail and accuracy in work produced
• Demonstrated ability to meet deadlines and effectively organize and prioritize multiple tasks at once
• Excellent skills with Excel, word processing, ERP & MRP systems and email
• Ability to be a self-starter and work independently, understanding what needs to be done and taking initiative to get results
• Ability to work under pressure in a fast-paced environment
• Sound reasoning, judgement, and strong analytical skills REQUIREMENTS:
• High School education/Equivalent
• 5 years of customer service, planning, production scheduling, or order expediting experience
• Associates degree (preferred)
• Working knowledge of SAP or ERP systems and general manufacturing process PUT YOUR TRUST IN US WE OFFER:
• A global company with a family culture and strong core values
• Competitive compensation package with benefits coverage options
• Career fulfillment with growth and development opportunities
• Employee discounts (online discounts for shopping, travel, insurance etc.)