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Customer Compliance Specialist in Disputanta, VA at Standard Motor Products

Date Posted: 1/21/2018

Job Snapshot

Job Description


Position is responsible for analyzing customer matters such as shipping discrepancies, billing concerns and customer fines with a focus on resolving issues through root cause analysis.  In addition, responsibilities include:

  • Ensuring all customer service, shipping and order procedures meet all customer requirements and contractual agreements
  • Documentation and reporting for key measures such as fines, delivery parameters and year over year improvement
  • Inter-departmental coordination for procedural and policy improvements
  • Customer communications on CAR and claimed problem(s) resolution

Role and Responsibilities (not limited to):

  • Report, track, and analyze claims/deductions made by our customers.
  • Obtain support documentation for customer claims/deductions and file dispute documentation per customer requirements (when required & applicable).
  • Research and follow through with the timely resolution of claims by identifying the root cause of the claim and working within respective SMP departments or functional area to resolve the issue.
  • Prepare reports and analysis to determine compliance, trends and root cause of customer issues.
  • Review customer shipping guides and compliance manuals/documentation requirements for all retail customers and/or customers with stated (documented) vendor requirements.
  • Analyze customer forecast and projection information relative to actual demand and communicate dispute where fine not appropriate based on projections and other related contractual agreements.
  • Communicate demand vs forecast issues to respective Demand Planning groups when identified through the normal review process.
  • Develop a Customer Master File with compliance requirements and review periodically for accuracy and compliance.
  • Communicate necessary key customer contractual terms and conditions to all necessary departments within SMP.
  • Work closely with internal departments to ensure orders are properly placed into the system with all necessary information to ensure order fulfillment.
  • Establish and maintain strong working relationship with the customers and all functional groups essential to accomplish company objectives.
  • Collaborate with sales representatives to review customer comments, feedback and requirements.
  • Assist in company-wide deduction management efforts, and related Continuous Improvement efforts and projects.
  • Work with customer service to ensure special order instructions are communicated to the distribution center.
  • Review customer complaint correspondence and act accordingly.

Job Requirements

Experience/Educational requirements:

  • Associates degree or equivalent experience         
  • A minimum of 1 year of related customer service experience
  • Advance level of experience in Microsoft Excel and intermediate computer skills in Microsoft Outlook and Word
  • Ability to create and run queries in the AS400 operating system (i.e. JD Edwards, WMS)
  • Demonstrate excellent communication skills, including the ability to communicate information in verbal and written form to both internal and external customers.
  • Possess strong interpersonal, negotiation, problem solving and organizational skills.
  • Ability to read and interpret detailed instructions and correspondence such as contracts, guidelines and manuals.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.  Need to be able to apply basic algebraic concepts.
  • Follow instructions/directions with minor supervision and be able to make a decision based on data gathered
  • Self-motivated individual willing and able to take initiative as well as work in team environment
  • Ability to lift 40 lbs.
  • Other physical demands: continuous sitting


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