Client Resource Liaison (Customer Service)

Wabtec Corporation

Greenville, SC

#R0070441

Position summary

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at: http://www.WabtecCorp.com.

It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do things that haven’t been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.

About Our Facility!

This position is located in our small, but growing, manufacturing and overhaul/repair facility located in Greenville, SC. Please visit https://www.wabteccorp.com/ for information on the products we manufacture for the transit and industrial sectors. We have been in operation for over 50 years and joined the Wabtec family of companies in 2014. We offer fantastic benefits and stable work environment as well as a great work/life balance. Benefits include medical/dental/vision as well as many supplemental options at low rates. Company provided life insurance and short term disability are provided at no cost to employees and our 401k plan provides a 6% company contribution. In addition to paid time off, we offer 12 paid holidays per year as well!

About Our Position!

The Client Resources Liaison is part of a small team who work closely together to ensure excellent customer service by providing accurate order management and coordinating internal and external solutions. The flowing three traits are imperative for success:
 
• Detail Oriented
• Organized – Knowing how to prioritize and keep records so that you can juggle multiple tasks and responsibilities.
• Team oriented - ability to work and communicate well with customers and colleagues

This position currently offers the ability to work from home but candidates would need to be local to Greenville area. Relocation is not available for this position_._

Primary Duties

  • Order Management – Reviewing for accuracy, entering, maintaining, and monitoring customer orders to maximize the customer service experience.
    • Review to ensure order meets company terms and conditions and processes
    • Order Entry, including lead time research and understanding of manufacturing planning
    • Order Confirmation
    • Order Filing
    • Order Tracking and Management
    • Communicating with Accounting, Planning, Purchasing, Production and Customers
    • Ensuring proper shipping/logistics information is provided
  • Customer Service – ensuring internal and external customers are provided fast, accurate and pleasant service
    • Obtaining solutions to customer inquires when needed, including delivery updates, shipping questions, etc.
    • Communicating with internal departments to obtain answers and solutions on a variety of customer inquiries
  • Accounting Related– ensure that customers are pleased with the accounting, billing and collection process:
    • Proforma Invoices – creating and sending to customer
    • Assisting with collections when needed
    • Investigating Invoice Discrepancies, Problems with Customers, etc.
    • Processing credit applications
    • Coordinating prepayments between internal departments and customer
  • Phone Handling- Ensuring that customers and other callers have a pleasant and consistent experience and are left with a positive impression of TransTech
    • Phone Handling
      • Routing Phone Calls
      • Taking Messages
    • Customer Service
      • Route inquiries to the proper internal departments
      • Address Customer Complaints
  • Reporting – Ensuring customer satisfaction and company-wide customer focus by maintaining and updating customer-centric reports
  • General internal tasks of the Client Resources department in a fast paced, high workload environment:
    • Digital filing

    • Distribution list and group email monitoring/forwarding/coordination

    • Order tracker/reporting updates

    • Order peer checks

    • Other tasks and duties as assigned/as needed

Education/Experience/Skills Required

  • Minimum of one year experience in a similar role, and/or role involving administrative and customer facing tasks. 
  • Experience in a manufacturing environment is preferred
  • Associates/Bachelor degree in related field preferred, high school diploma required
  • Computer Skills:  must be proficient in general computer skills
    • Required:
      • Windows
      • Outlook
      • Excel (medium proficiency)   
      • Phone system – Teams, or similar
    • Preferred
      • ERP (Oracle) Experience
      • Sharepoint
  • Communication skills
    • Experience in using phone systems (preferably Microsoft Teams), handling general phone calls/messages. 
    • Extremely Effective and professional Verbal and Written Communication Skills
    • Customer Focused – Orienting your day around making sure the customer has a great experience by listening; being friendly yet confidently assertive; and exhibiting honesty, patience, tolerance, flexibility, and not being easily rattled.
  • Excellent Time Management – Keeping self and records organized so as to maximize prioritization skills in order to maintain a sense of urgency with an appropriate focus on details.
  • Self-Motivated – demonstrating the initiative required to ensure thoroughness in all things (especially when booking orders), including researching and a desire to learn while making intelligent and common sense decisions

Physical and Mental Requirements

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: While performing the duties of this class, an employee is regularly required to operate a variety of automated office machines which includes a computer, printer, facsimile machine, copy machine, calculator, telephone, etc. Must be able to use body members to work, move or carry objects or materials. Must be able to exert up to twenty pounds of force occasionally and up to ten pounds of force occasionally. Physical demand requirements are at levels of those for sedentary work.

Mental Demands: While performing the duties of this class, the employee is regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; and interact with other employees, customers and vendors.

Wabtec Corporation is committed to taking on the world’s toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles…people like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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About the company

Industry: Industrial: Equipment Manufacturing

At Wabtec, we are in the business of realizing potential. Our employees are the architects of the future. Go just about anywhere and you’ll find us. If you want to move and improve the world, start here.