Customer Service

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

About the Role

• Be responsible for customer service activities relating to the automaker and relevant customers. The Analyst needed to communicates with the customers purchasing agents, and other customer personnel as needed to clearly convey product delivery, product availability, and premium cost information. Guide business communications and strategies to maintain high customer satisfaction levels.

You Team

• Direct report to supply chain manager

What You Will Do

• Monitor customer FCST and track demand changes. Distribute volume trend analysis and demand variation statistics.  Notify operations management and commercial sales of significant demand vs. forecast variation.
• Manage order fulfillment processes, start from order receiving to shipment arrangement, and maintain a close working relationship with customers.
• Facilitate resolution of product shortage or other urgent supply issues and acts as the communication conduit between the Customer, Sales, and the Factory to achieve mutual objectives.
• Optimize planning of supply in order to efficiently manage inventory levels as well as on time delivery performance.
• Handle customer inquiries/complaints/return materials and provide solutions promptly.
• Work closely with Global SIOP team to achieve the goal of integrated Supply chain.
• Analyze and dispute customer delivery rates.
• Run monthly reports and distribute them to customers/ cross functional to track Customer Services KPIs. Record monthly report submissions from manufacturing and consolidate the data for management reporting.
• Support project management, adaptation, rollout, and implementation of essential Customer Services Products & Services concepts across the web portal network.
• Implement and monitor customer service standards and procedure to enhance customer satisfaction.
• Work independently on SAP for SD/MM for order processing & other related transactions and other tools used in operations (3PL tracking tool, excel reporting tools, etc.
• To support Supply Chain team on continuous improvement activities (Innovation / Synchronization / Digitization / Simplification) for the assigned accounts and processes through data analysis and change management process
• Document processes (SLA, Work Instruction, etc.) together with deployment to the team
• Other ad-hoc duties assigned by the Supply Chain Manager
• Ensure full compliance with customer-specific requirements by integrating customer quality standards into daily operations to consistently meet and support customer objectives.
• Ensure full compliance with EHS requirements by implementing and adhering to established policies, procedures, and objectives to maintain a safe and environmentally responsible workplace.

What You Need

• Bachelor's degree or equivalent.
• 7 years working experience in logistics related field; 5 years of which in a multinational Automotive company.
• Fluent English in reading, writing and speaking.
• Strong data analysis capability and Biz acumen.
• Excellent communication skill; ability to interact effectively with people from different functions;

What is Nice to Have

• Major in Logistics, Economics or Marketing related.
• Experience with ERP and planning systems.
• Experience with supply planning & forecasting.
• Advanced knowledge of MS Office suite, especially Excel;

What Makes You Eligible

• Willingness to travel 10% of the time.
• Willingness to work in an office.

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.