As a Master Scheduler, you will be the primary point of contact for our clients, assisting them with inquiries, resolving issues, and ensuring a positive experience. You will work closely with internal teams to address client needs and contribute to maintaining high levels of customer satisfaction 100% of deliveries and forecasting sales.
RESPONSIBILITIES:
Client Interaction:
- Serve as the main point of contact for clients via phone, email, and other communication channels.
- Respond promptly and professionally to client inquiries, providing accurate and timely information.
- Assist clients with product or service-related questions, issues, and requests.
- Build and maintain strong client relationships through effective communication and problem-solving.
Issue Resolution:
- Investigate and resolve client complaints or issues in a timely and efficient manner.
- Collaborate with internal teams to address complex client concerns and ensure resolution.
- Escalate issues to appropriate departments when necessary and follow up to ensure resolution.
Product/Service Knowledge:
- Develop a deep understanding of our products or services to effectively assist clients.
- Stay informed about product updates, changes, and new features.
- Provide guidance and recommendations to clients on product/service usage.
- Production requirement planning management in ERP System.
Documentation and Reporting:
- Maintain accurate and detailed records of client interactions, issues, and resolutions.
- Inventory control Knowledge
- Generate reports on client service activities and feedback for management review.
- Identify trends or recurring issues and recommend improvements to enhance client satisfaction.
Quality Assurance:
- Adhere to established service standards and protocols.
- Participate in quality assurance processes to ensure consistency and excellence in service delivery.
REQUIREMENTS:
- Bachelor’s degree or equivalent.
- Proven experience in customer service or a related field. (headliners and overhead systems, door and console armrests, instrument panel trim components, and fiber solutions)
- Knowledge of the automotive interior products industry.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to handle challenging situations with professionalism and empathy.
- Proficiency in using customer service software and tools.
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