About this role
<p>Dana is a global 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.</p> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Courier New'"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif">PURPOSE</span></strong></p> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Courier New'"> </p> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Courier New'"><span style="font-size:11.0pt;font-family:Arial, sans-serif">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.</span></p> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Courier New'"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif"> </span></strong></p> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Courier New'"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif">PRIMARY DUTIES AND RESPONSIBILITIES</span></strong></p> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Courier New'"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif"> </span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Answers incoming customer calls/chat/emails.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Enters orders into ERP system. </span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Drives the use of Dana order management platforms by recommending the most appropriate solution for order placement and product availability checks.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Reviews and resolves blocked orders.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Responds to price, availability, and inquiries.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Handles delivery-related improvements and expedite requests.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Coordinates open orders and back-order follow-up by maintaining backlog accuracy through regular review and clean-up of obsolete or non-relevant orders.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Ensures delivery dates are realistic based on customer requirements and potential logistical or financial constraints.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Manages past-due customer communication.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Handles EDI/Teccom processes.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Provides EDI/Teccom/Weco support and resolves reject errors.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Resolves ASN issues. </span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Coordinates shortage, overage, damage claims and returns.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Works with sales, accounting, and product management to resolve debits, credits, and warranty-related issues.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Schedules and executes shipments in cooperation with logistics, customers, and forwarders.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Handles invoicing and shipping documents.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Handles shipment tracking. </span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Handles document requests and export documentation.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Maintains master data.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Executes dunning activities for accounts receivable.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Participates in occasional projects as needed and supports ASMs with price lists and statistics.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Drives process improvement by working in cross-functional teams.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Escalates unresolved issues to the appropriate level and identifies opportunities for improvement.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Assists with daily case volume as needed.</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Performs all other duties as assigned or as needed.</span></li> </ul><div></div><p style="margin:0.0cm;font-size:10.0pt;font-family:'Courier New'"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif">EDUCATION AND QUALIFICATIONS </span></strong></p> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif"> </span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Relevant education in Business Administration, International Trade or similar</span></li> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">3+ years of customer service experience in a manufacturing/distribution environment in lieu of relevant education</span></li> </ul> <p style="margin:0.0cm 0.0cm 0.0cm 27.0pt;font-size:10.0pt;font-family:'Times New Roman', serif"> </p> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:10.0pt;font-family:'Times New Roman', serif;text-indent:0.4px"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Fluent in (speaking and writing):</span></li> </ul> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="list-style:none;margin:0.0cm 0.0cm 0.0cm 1.2px;font-size:10.0pt;font-family:'Times New Roman', serif;text-indent:0.4px"> <ul style="list-style-type:circle;margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 1.2px;font-size:10.0pt;font-family:'Times New Roman', serif;text-indent:0.4px"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Mandatory: English</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 1.2px;font-size:10.0pt;font-family:'Times New Roman', serif;text-indent:0.4px"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Mandatory: French</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 1.2px;font-size:10.0pt;font-family:'Times New Roman', serif;text-indent:0.4px"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Mandatory: Spanish</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 1.2px;font-size:10.0pt;font-family:'Times New Roman', serif;text-indent:0.4px"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Preferable: Italian</span></li> </ul> </li> </ul> <p style="margin:0.0cm 0.0cm 0.0cm 27.0pt;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-size:9.0pt;font-family:Arial, sans-serif"> </span></strong></p> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif">SKILLS AND COMPETENCIES</span></strong></p> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif"> </span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Demonstrated collaboration and problem-solving ability. </span></li> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Ability to work effectively both independently and as part of a team.</span></li> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Adaptability and cultural awareness.</span></li> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Good interpersonal skills</span></li> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Ability to absorb new information in a fast-paced environment. </span></li> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Basic understanding of the supply chain in a manufacturing/distribution environment</span></li> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Effective oral and written communication skills.</span></li> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Organized and able to shift priorities based on business needs.</span></li> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Fast & accurate data entry skills.</span></li> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Good telephone and conflict resolution skills.</span></li> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Ability to multi-task.</span></li> <li style="margin-bottom:8.0pt;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;font-family:Arial, sans-serif">Continuous improvement mindset</span></li> </ul> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif"> </span></strong></p> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif"> TECHNICAL SKILLS</span></strong></p> <p style="margin:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><strong><span style="font-size:11.0pt;font-family:Arial, sans-serif"> </span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-bottom:8.0pt;line-height:115%;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;line-height:115%;font-family:Arial, sans-serif">Advanced proficiency in Microsoft Office applications (Word, Excel) </span></li> <li style="margin-bottom:8.0pt;line-height:115%;margin-top:0.0cm;margin-right:0.0cm;font-size:10.0pt;font-family:'Times New Roman', serif"><span style="font-size:11.0pt;line-height:115%;font-family:Arial, sans-serif">Experience with SAP or similar ERP systems is a plus</span></li> </ul> <p> </p> <p>Gross annual salary: 35.540€</p> <p>We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.</p> <p> </p> <p> </p>