Customer Service (Intercompany) MX

Intercompany Customer Service
• Monitor, manage, and troubleshoot EDI transactions for GoRhino, AMP, Extang, UnderCover, and TruXedo.
• Investigate and resolve EDI transmission failures and data discrepancies between systems.
• Create and maintain AMP OEM purchase orders in BPCS.
• Create and manage Extang aftermarket purchase orders in JDE.
• Ensure data accuracy across ERP systems including NetSuite, Great Planes, JDE and BPCS.
• Develop, update, and distribute shipment and logistics reports used across multiple business functions.
• Analyze logistics data and identify improvement opportunities.
• Support intercompany purchasing activities and operational issue resolution.
• Document and improve logistics and order management processes.
• Manage customer complaints from creation of RMA to return to warehouse including its credits
• Make sure PO pricing across ERP systems match

Customer Direct Shipment Management
• Manage customer direct shipment programs from order evaluation through final delivery.
• Analyze customer orders and determine which orders qualify for direct shipment based on established business and logistics requirements.
• Create and process direct shipment orders within the applicable ERP systems.
• Coordinate with production, planning, warehouse, and customer fulfillment teams to ensure direct shipment orders are prioritized, produced, and shipped according to customer requirements.
• Communicate shipment details and order status to key stakeholders to ensure alignment and visibility throughout the fulfillment process.
• Partner with the Transportation team to coordinate carrier planning, load scheduling, and shipment execution.
• Monitor direct shipment activity and proactively resolve issues that could impact on-time delivery performance.
• Track shipment status and ensure loads successfully arrive at customer destinations while maintaining a high level of customer service.
• Investigate delivery exceptions and collaborate with internal teams and transportation providers to implement corrective actions and prevent reoccurrence.

QUALIFICATIONS & REQUIREMENTS
Education and Experience
• High School diploma or equivalent required.
• 5 years of related warehouses, logistics, or inventory experience required.
• English 70%

Skills, Abilities, and Knowledge

• Intermediate to advanced Microsoft Excel skills.
• Strong analytical and problem-solving abilities.
• Knowledge of EDI transactions and ERP systems.
• Ability to troubleshoot system and data discrepancies.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and deadlines.
• High attention to detail and data accuracy

COMPETENCIES

• Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative – Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Verbal Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.