Dana is a integral leader in the supply of highly engineered driveline, sealing,
and thermal-management technologies that improve the efficiency and performance
of vehicles with both conventional and alternative-energy powertrains. Serving
two primary markets – passenger vehicle and commercial truck – Dana provides the
world's original-equipment manufacturers and the aftermarket with local product
and service support through a network of nearly 100 engineering, manufacturing,
and distribution facilities.
PURPOSE
The EU Customer Support Staff role is responsible for exceeding customer
expectations by promptly responding to incoming inquiries, proactively analyzing
customer needs, and performing investigations to determine root causes and drive
process improvements.
PRIMARY DUTIES AND RESPONSIBILITIES
* Answers incoming customer calls/chat/emails.
* Enters orders into ERP system.
* Drives the use of Dana order management platforms by recommending the most
appropriate solution for order placement and product availability checks.
* Reviews and resolves blocked orders.
* Responds to price, availability, and inquiries.
* Handles delivery-related improvements and expedite requests.
* Coordinates open orders and back-order follow-up by maintaining backlog
accuracy through regular review and clean-up of obsolete or non-relevant
orders.
* Ensures delivery dates are realistic based on customer requirements and
potential logistical or financial constraints.
* Manages past-due customer communication.
* Handles EDI/Teccom processes.
* Provides EDI/Teccom/Weco support and resolves reject errors.
* Resolves ASN issues.
* Coordinates shortage, overage, damage claims and returns.
* Works with sales, accounting, and product management to resolve debits,
credits, and warranty-related issues.
* Schedules and executes shipments in cooperation with logistics, customers,
and forwarders.
* Handles invoicing and shipping documents.
* Handles shipment tracking.
* Handles document requests a
📌 Customer Service Specialist (Zaragoza)
🏢 Dana
📍 Zaragoza