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Customer Compliance Supervisor in Lewisville, TX at Standard Motor Products

Date Posted: 2/22/2019

Job Snapshot

Job Description

Position Summary:

Position is responsible for supervising order management process, preseason order coordination and analyzing customer matters such as shipping discrepancies’, billing concerns and customer fines with a focus on resolving issues through root cause analysis.

Essential Functions:

  • Report, track, and analyze claims/deductions/fines made by our customers.
  • Obtain support documentation for customer claims/deductions and file dispute documentation per customer requirements.
  • Research and follow through with the timely resolution of claims by identifying the root cause of the claim and working within SMP to resolve the issue.
  • Prepare reports and analysis to determine compliance, trends and root cause of customer issues.
  • Maintain customer scorecard database / Binder for management review.
  • Review customer shipping guides and compliance manuals/documentation requirements for all scorecard customers.
  • 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.
  • Work with customer service to ensure special order instructions are communicated to the distribution center.
  • Review customer complaint correspondence and act accordingly.
  • Coordination and communication of all pre-season order planning.
  • Supervise order management coordinator position.

Other Responsibilities:

  • This position is required to manipulate large amounts of data coming from multiple sources and make a logical file that can be used by shipping and planning to ensure we meet the demands of our customers.
  • Performs other work-related duties as required.


Job Requirements

  • Associates degree or equivalent experience
  • A minimum of 1 year of related customer service/distribution 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 a team environment
  • Ability to lift 40 lbs
  • May require work during seasonal demands on alternate shift, evening and weekends.
  • Other physical demands: continuous sitting


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