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.