Customer Service Representative in Cleveland, OH at Arconic

Date Posted: 5/30/2018

Job Snapshot

Job Description

Arconic Wheel and Transportation Products (AWTP) is a business with a rich tradition and a bright future. We invented the forged wheel in 1948 and we have remained the global leader in providing safe, strong, light-weight and innovative aluminum transportation products. AWTP produces over 4 million Aluminum wheels globally with annual sales of $800 million. AWTP products are highly engineered products operating in challenging environments with significant product liability risk and wide diversity of end use applications ranging from passenger cars to heavy-duty trucks to commercial and military vehicles.

Our customers trust us to deliver a wide range of great looking and dependable products that create light weight solutions to address their customer’s business needs. Consumers value us because our products are stronger and safer than our competition, improve fuel economy, increase payload and are safe. Our Commercial Vehicle Wheel products lead the world in market innovation and truck, trailer, and bus customers recognize our LvL ONE®, Dura-Bright® and Ultra ONE® wheels as the current innovative products in this market.

The Customer Service Representative will have an opportunity to work as a key member of Arconic’s Global network. S/he will have the opportunity to develop and analyze opportunities with a variety of internal and external stakeholders. This position will work with information systems to design and implement the required tools to support the process, such as EDI and web-based systems. This position will report to the AWTP Customer Satisfaction Manager, with whom s/he will establish and be held accountable for daily work, reporting, and project completion.

Duties & Responsibilities include:
  • Effective customer service, field sales support, and sales administration for customers of Alcoa Wheel Products. The CSR will also be back-up to the existing Customer Service Representatives when necessary.
  • Support AWTP functions, including Alcoa Wheel Sales and/or the Global Supply Chain Team. Works closely with production control to manage just-in-time inventory on a continuing basis. Responsible for making day-to-day decisions relative to shipping of product to avoid any shortage of material.
  • Directly responsible for day to day customer service and account management including order management, accounts receivable, logistics and proactive communication with the customer.
  • Supporting Sales and Marketing efforts, including customer feedback, provide pricing information, forecasting, utilizing Customer Relationship Management tools.
  • Prepare RMA/Credit documents and handles all credit processing resolving disputed items. Manages assigned customer statements.
  • Participates in resolving shipment and production conflicts/priorities with Planning and Transportation personnel to ensure products are being produced and shipped as scheduled. Communicates with customers directly.
  • Understand and support trade compliance regulations for imports and exports.
  • Identifies opportunities for improvement and makes constructive suggestions for change within Arconic’s vision and strategy.
  • Work with outside departments to resolve customer concerns as needed

Basic Qualifications

  • Minimum 5 years’ experience in a business to business customer service environment
  • This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status. ITAR defines U.S. person as an U.S. Citizen, U.S. Permanent Resident (i.e. ‘Green Card Holder’), Political Asylee, or Refugee.
  • Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Preferred Qualifications

  • Bachelor’s degree from an accredited institution
  • Customer Service experience in Manufacturing.
  • Proficient in Microsoft Office Suite of products
  • Experience with Oracle products, specifically Order Management.
  • Product knowledge in truck/auto market.


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