What we expect

• Organizes the workflow of customer service reps (all levels) to provide the most effective and efficient service in accordance with established policies, procedures and customer supplied requirements (CSR) including VMI interfaces.
• Resolves complex customer service issues, including complaints and requests for policy exceptions. Escalates issues to manager as necessary, ensures that good customer relations are maintained and continuously looks for improvement opportunities.
• Participates in new account onboarding and ensures documentation is current and updated. Provides guidance, counsel, development and training to service staff. Manages employee performance through PMP process and ongoing coaching.
• Develops and maintains full knowledge of SD SAP Transactions, CSR (Customer Requirements), TS16949, ISO IATF, EDI, EDOS, SharePoint, SalesForce CRM as applicable. Continuously prepares for IATF audit and assists customer service reps in their preparation to ensure a successful outcome.
• Participates in customer specific sales marketing strategic planning initiatives, cross channel support and executes transactional and documentation requirements for key process/accounts.

Who we are looking for

• Requires broad understanding of policies, procedures, systems and customer service.
• Excellent interpersonal, organizational and communication skills.
• Ability to lead, motivate, select, train and instruct personnel.
• Strong Microsoft office knowledge.
• Bachelor's degree preferred along with 5-8 years of supervisory experience.

ams OSRAM is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact us at HRServices@osram.com for assistance.