Customer Service Representative

Job Description

Job Description

Customer Service Representative

• Direct Hire - Saline, MI
• Serve as the primary point of contact for customers
• Ensure accuracy of customer sales orders in ERP system
• Manage and maintain customer web portals

Essential Functions

 Serve as the primary point of contact for customers.

 Develop a strong understanding of each customer's shipping, packaging, ordering, and

communication requirements, and clearly communicate those needs across the organization.

 Manage and maintain customer web portals as required.

 Ensure accuracy of customer sales orders in the ERP system Dassault Systems

DELMIAWorks (formerly IQMS); review daily EDI or manual orders and weekly sales

order backlog.

 Maintaining regular communication with the sales team for effective customer satisfaction

 Coordinate with the Production Scheduler to align production with customer delivery

schedules and ensure on-time delivery.

 Collaborate with the Product Launch Team to support the smooth implementation of new

programs.

 Monitor finished goods inventory levels and make recommendations to maintain

appropriate stock by item.

 Facilitate the annual reset of customer cumulative sales order requirements.

 Maintain and report on key customer service metrics including:

 Daily/weekly/monthly on-time shipments

 Weekly sales order backlog

 Monthly delivery performance

 Identify and resolve EDI processing errors; review daily EDI exception logs and serve as

the main point of contact for the EDI provider.

 Support continuous improvement by proactively identifying issues, collaborating with

internal and external teams, and implementing solutions.

 Respond to customer requests promptly, ensuring complete resolution through the ERP

system and associated processes.

 Set up new customer shipping locations and maintain key operational information,

including specifications, routing guides, labeling requirements, and compliance documentation.

 Set up new item details across ERP, EDI, and inventory systems in preparation for new product launches.

 Assist in the development and maintenance of order processing and customer service

procedure manuals, including contingency plans for potential disruptions.

 Monitor sales order accuracy and work cross-functionally to ensure on-time delivery;

communicate any exceptions directly to customers.

 Provide operational support for the ERP system to fulfill customer needs effectively.

 Keep customers informed of daily order status, delays, or changes to delivery

commitments.

 Authorized to stop any shipment if notified of a quality, safety, or order change by the

customer.

 Responsible for communicating any changes to delivery commitments to the

customer and management team in a timely manner.

 Ensure customer quality expectations and order specifications are consistently met and

documented.

Qualifications

 Bachelor’s degree or at least 5 years’ experience required; preferred majors include Business Administration, Supply Chain Management, or a related field.

 Prior customer service experience, preferably in the manufacturing or automotive industry.

 Strong customer service orientation with a proactive, solution-focused mindset.

 Experience with ERP systems involving customer setup/configuration, sales order

management, and shipping processes is highly desirable.

 Preferred experience with OEM EDI, using both X12 and EDIFACT formats.

 Self-motivated and able to work independently with minimal supervision.

 Excellent verbal and written communication skills.

 Exceptional time management, organization, and multitasking abilities.

 Strong work ethic, reliability, and attention to detail.

 Familiarity with OEM portals for companies such as Stellantis, GM, Ford, Mack/Volvo, PACCAR, and International Truck is a plus.

 Experience with Dassault Systems DELMIAWorks (formerly IQMS) ERP software is a plus.

Company Description

Branex Group is a Minority-owned Technical Staffing firm headquartered in Auburn Hills, MI. We are a Certified Women’s Owned Business through the Women’s Business Enterprise National Council (WBENC). We specialize in Engineering, Information Technology, Robotics, Human Resources, and Finance opportunities across the United States.

Branex Group is committed to being an Equal Employment Opportunity Employer and fostering a diverse and inclusive workplace. We ensure all applicants and employees are considered without discrimination or harassment based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran status, disability status, genetics, or any other protected characteristic by State and Federal laws.

Branex Group offers the following benefits:
- Medical Insurance
- Dental Insurance
- Vision insurance
- Paid time off
- 401(k)

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Company Description

Branex Group is a Minority-owned Technical Staffing firm headquartered in Auburn Hills, MI. We are a Certified Women’s Owned Business through the Women’s Business Enterprise National Council (WBENC). We specialize in Engineering, Information Technology, Robotics, Human Resources, and Finance opportunities across the United States.\r\n\r\nBranex Group is committed to being an Equal Employment Opportunity Employer and fostering a diverse and inclusive workplace. We ensure all applicants and employees are considered without discrimination or harassment based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran status, disability status, genetics, or any other protected characteristic by State and Federal laws.\r\n\r\n\r\nBranex Group offers the following benefits:\r\n- Medical Insurance\r\n- Dental Insurance\r\n- Vision insurance\r\n- Paid time off\r\n- 401(k)\r\n\r\n This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.