Senior Customer Service

Position

Customer Service, Senior

Location

Arden, NC

About us

BorgWarner is a global product leader in delivering innovative and sustainable mobility solutions for the vehicle market. We are a company of innovators and independent thinkers that brings together talented employees, meaningful work, and amazing technology in a unique environment. At BorgWarner we constantly work towards our vision of a clean and energy-efficient world.

Our Culture

We believe the health and safety of our employees are a top priority. We care about our local communities and the global environment. BorgWarner promotes and nurtures a diverse and inclusive environment, honors integrity, strives for excellence, commits to responsibility for our communities and the environment, and builds on the power of collaboration.

Career Opportunities

We manage talent as seriously as we manage our businesses and encourage you to learn about our proud history, strong culture, technologies, and future vision. We offer a strong local presence and interesting global opportunities. Start your future with BorgWarner now!

For a listing of Asheville/Arden openings:

BorgWarner Openings

Pay & Benefits

All positions start at an above market pay rate for that position. Benefits are also above market and include the below for all fulltime employees:

Day 1 Medical Coverage with potential of no monthly premium
Onsite Health Clinic for employees and dependents (age 14 and over) at no cost
Dental, Vision, Life, AD&D, and Disability Coverage
Tuition Reimbursement Program after 18 months
Retirement Savings Plan (401k) with a matching program
Company paid holidays and vacation starting Day 1

Job purpose

The BorgWarner Arden campus offers two world class technical centers and a cutting-edge manufacturing facility that designs and produces turbos, fan, and fan drive components for the automotive industry. The Arden campus offers a multitude of career opportunities and is in the beautiful mountains of Western North Carolina.

This position will be the main point of contact to external customer base and first point of escalation. In this role the Customer Service Senior I (Team Lead) supports customers and Customer Relations Team (CR) with managing on-time delivery, customer questions/complaints, and ensuring world class satisfaction. This role is also responsible for managing customer demand, purchase orders, and providing adequate information allowing customers to plan their production. Optimize customer performance in areas of delivery, quality, and overall satisfaction through daily cross-functional tasks.

Key responsibilities

Build strong working relationships with customer contacts to ensure cooperative collaboration while targeting organizational key metrics.
Act as liaison between customer and organization to ensure plant operations and supply chain teams are aligned with customer demand and volatility to support customer requirements.
Supports sales team with accurate information and data regarding any issue of concern to the customer including but not limited to production plan, outbound delivery, and demand volatility.
Creates strong alignment between customer relations, scheduling, material planning and operations to support plant KPI’s.
Work directly with program management to support new product introductions.
Provide training to CR team on all job functions and supports development objectives.
Ensure adequate customer account coverage by cross-training CR team on customer accounts. This ensures that all absences (planned or unplanned) will not have a significant impact on the ability for BorgWarner to provide expected service level to the customer.
Manage daily calls with customer as needed to build relationships involving trust and collaboration.
Act as the initial point of escalation contact for all customers (internal and external). Supports all customer performance reviews, including presentation data analysis and in-meeting support.
Collaborate with scheduling, planning, logistics, and operations to ensure builds are scheduled according to customer demand, and then drive completion to meet customer ship dates.
Monitor EDI demand variations weekly to ensure accurate financial reporting and to notify customer of drop in/drop out items that have direct impact to organizational key metrics.
Track and report out on plant KPIs owned by Customer Relations. Periodically review KPIs for direct Customer Relations performance, updating and/or developing as necessary.
Manage impact of customer short lead schedule increases and decreases to minimize operations impacts.
Extract data from SAP and provide analytical analysis to support customer presentations, sales forecasting, and operations planning.
Maintain optimal working relationship with scheduling, planning, and operational teams.
Work with third-party logistics to ensure on-time pickup of outgoing product requirements.
Support regular reporting of customer key metrics including on-time delivery performance, past due (units and dollars), and sales forecast.
Participate as an effective team player in support of continuous process improvement.
Support plant by analyzing customer order volatility and trends, developing effective order entry policies, and providing proactive input to management regarding innovative ways to improve customer delivery performance.
Provide initial support to Customer Relations team for and ownership of customer reviews/assessments (ex. MMOG, RCCP, etc). Assists in facilitating on-site visits by customer.
Review and approve timecards as required by BorgWarner. Process requests for vacation on CR team, ensuring compliance with BorgWarner Vacation Policy while maintaining service to the customer.
Carry out yearly performance reviews for CR team. This includes setting the goals at the start of the year, tracking performance, and then having a final review to recap and close out the year.
Understand and adhere to current quality and control policies.
Understand and adhere to current health, safety, and environmental policies.
Perform other duties as requested, directed, or assigned.

What we’re looking for

Bachelor’s degree in a business-related field preferred, 5+ years experience in customer service, logistics, or supply chain related field
2+ years supervision experience in a manufacturing environment
Strong communication and interpersonal relation skills.
A demonstrated ability and willingness to carry out multiple tasks with minimal supervision.
Proficient in Microsoft Office (Word, Excel, Outlook, and PowerPoint) – advanced Excel proficiency.
SAP experience required.
Attendance on the job is essential.
Must be able to work in a team environment.
Must be able to follow instructions, safety rules and regulations.

What we believe

Inclusion: Respecting Individuals
Integrity: Honoring truth
Excellence: Focusing on results
Responsibility: Our commitment
Collaboration: Building trust

Safety

This position will adhere to the BorgWarner Environmental Health and Safety Program by following all safety rules, procedures, practices, training, and safe use of equipment; this includes use of personal protective equipment (PPE) as required. This individual will work in a way that stresses the importance of preventing injury, accidents, or illnesses to themselves or co-workers by correcting or reporting unsafe situations, incidents, or occurrences to their Team Lead immediately.

Equal Employment Opportunity

BorgWarner is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability or protected veteran status.

Join the company that is creating solutions that support a cleaner, more energy-efficient world.

For more information about BorgWarner, please visit

www.borgwarner.com

For a listing of Asheville/Arden openings:

BorgWarner Openings

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