Customer Service Representative

SummaryThe Customer Service Representative provides high-quality support to national and international customers across OEM, transit, aftermarket, and intercompany channels. This role manages the end-of-the-end order process-from order entry through delivery-while ensuring accuracy, timeliness, and a seamless customer experience. The representative serves as the primary point of contact, coordinating across internal teams to resolve issues and meet customer needs. As an employee of SAF-HOLLAND, Inc., you are expected to demonstrate our core values: Safety, Respect, Reliability, Innovation, and Responsibility. Employees are also expected to engage in results-driven continuous improvement and apply the principles of the SAF-HOLLAND Way with purpose.Essential Duties & ResponsibilitiesDuties and responsibilities include the following. Other duties may be assigned. It is expected that each of the duties listed below will be performed to the highest standards of quality, while striving for maximum customer satisfaction, and continually looking for ways to improve the methods, practices and procedures within the area. Further, a positive work atmosphere must, also, be promoted through professional and effective conduct and communications with customers, clients, suppliers, and employees.

The position serves as a central point of contact, coordinating across internal teams to resolve issues, support customer needs, and drive operational efficiency.

Order Management & Fulfilment

• Process customer orders via EDI and manual entry in a technical ERP.
• Coordinate demand, production scheduling, and logistics across manufacturing plants and distribution centers.
• Ensure accurate and timely product delivery to customers.
• Monitor order status, manage back orders, and provide shipment tracking and updates.

Customer Service & Communication

• Act as the primary point of contact for customers, delivering consistent and high-quality experience.
• Manage high-volume email and telephone communications professionally and efficiently.
• Resolve customer complaints by identifying solutions or engaging appropriate internal resources.
• Provide delivery information, including availability, scheduling, and order status.

Product & Technical Support

• Provide part number cross-references and basic product information.
• Coordinate customer interactions with technical teams when specialized support is required.

Pricing & Data Management

• Verify and communicate customer pricing.
• Investigate and resolve pricing discrepancies.
• Support annual pricing updates and adjustments.
• Assist with accurate and up-to-date customer data and documentation within ERP systems.

Returns & Financial Transactions

• Process returns and ensure timely issuance of credits and debits.

Quality & Compliance

• Adhere to applicable IATF 16949 / ISO 9001 (formerly TS16949) standards.
• Follow documented procedures, work instructions, and customer-specific requirements.
• Maintain proper documentation in systems such as SharePoint or equivalent platforms.

Collaboration & Continuous Improvement

• Work closely with customer service team members and cross-functional partners.
• Contribute to continuous improvement initiatives and operational excellence.
• Support achievement of department, facility, and corporate KPIs.

Miscellaneous (Non-Supervisory)

• Acts as a good steward of the Company's resources and exemplifies the values of the Company.
• Ensures personal compliance with all Company policies, procedures, values, ethics, and rules.
• Maintains and promotes a safe work environment through ownership of Company safety program. This includes following all safety rules/regulations and proper operating procedures, as well as the proper use of prescribed safety equipment pertinent to the department and immediately reporting all accidents/incidents to supervisor.
• Supports the Company's equal employment opportunity and affirmative action policy and actions, immediately reporting violations to supervisor and/or the Human Resources representative.
• Ensures that work area is free from any form of harassment (sexual, racial, religious, etc.), immediately reporting violations to supervisor and/or the Human Resources representative.
• Supports Company's quality and environmental policies and programs and meets quality requirements specified for position. Meets quality requirements specified by production drawings, bills of materials, control plans, policies, work instructions, and procedures.
• Actively participates in and successfully completes appropriate training. As appropriate, submits documentation of specific training to support successful completion (i.e. course description, certificate; Training Completed/Evaluation Form).
• Meets with supervisor at least once per year to review job performance using this job description as a basis for appraisal.
• Maintains complete security and confidentiality of all Company records and employee data.
• Maintains a clean, orderly and professional work environment.
• Performs other miscellaneous duties as may be assigned.

QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Associate degree or equivalent preferred; or
• 2-3 years of related customer service or order management experience; or
• Equivalent combination of education and experience.
• Experience in a manufacturing or technical environment preferred.
• Proficiency with ERP systems and Microsoft Office Suite (Excel at intermediate level).
• Strong customer service orientation with a problem-solving mindset.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a high-volume, fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to work effectively both independently and as part of a team.
• Demonstrated ability to collaborate across functions.

• Strong English communication skills (written and verbal).
• Ability to read and interpret technical documents, catalogs, and customer orders.
• Spanish and/or French language proficiency is a plus.

• Ability to calculate percentages, discounts, and pricing adjustments.
• Ability to solve practical problems with limited standardization.
• Ability to interpret instructions in written, verbal, diagram, and electronic formats.

Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit, use hands, reach, and communicate (talk/hear).
• Frequent use of computer and phone systems.
• Vision requirements include close vision, depth perception, and ability to adjust focus.

Work Environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office-based environment with generally low noise levels.
• Work is primarily sedentary with frequent interaction via digital and telecommunication tools.