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Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at: http://www.WabtecCorp.com .
It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do things that haven’t been done to make yours and someone else’s life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.
Role Summary/Purpose
To be the single point of contact for non-technical support needs of major customer(s). To achieve customer loyalty founded on excellent response to non-technical support requirements, great service, and consistency of performance across the entire Wabtec Freight portfolio.
Essential Responsibilities
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Single Point of Contact for Non-Technical Customer Support across the Wabtec Freight Portfolio
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Fields customer questions and uses professional network to provide timely answers
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Fields customer complaints and uses professional network to solve related problems
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Proactively seeks solutions to problems before customers realize potential issues
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Customer Satisfaction. Lead efforts to improve Wabtec’s overall performance as measured by the customer’s vendor scorecard.
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Drive on-time delivery and Past Due reduction of Services Parts and Components
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Participate directly with customer in support of customer led initiatives.
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Foster working relationship with customer stakeholders at various levels that encourages customer participation in Wabtec led initiatives
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Logistics support for 3rd party routing center applications
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Customer Portal compliance and upkeep
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Report on and reclaim sales where market share has been lost over time
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Participate in and/or provide input to commercial deal review processes
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Understand and drive key programs in support of customer. Leverage professional network to drive backlog conversion of flow or program material.
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Responsible as first point of escalation for past due A/R or dirty cores owed from customer
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Lead projects and process changes required to reduce total number of Wabtec Vendor Codes with the customer in pursuit of one day being able to receive a single customer PO and provide the customer with a single invoice across the Wabtec Freight Portfolio. Co-develop “One PO and One Invoice” initiative with primary customer(s) and peers.
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Drive timely WIM/QER/Reliance case follow up and closure.
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Participate in Fulfillment related meetings with Leadership to provide the voice of the customer.
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Provide specific customer forecast information and intel back to the Supply Chain
Additional Responsibilities:
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Limited backup of core function transactions as required to ensure customer success
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To comply with Wabtec Corporate & local Environment, Health & Safety requirements at all times.
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Professionally represent Wabtec at all times, but especially during all customer communications.
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Contribute to creation of an Inside Sales strategy, planning and training program.
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Actively contribute to all continuous process improvement efforts within the Customer Service COE.
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Document retention consistent with Wabtec Corporate policy.
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Support contract and pricing functions as needed for
Qualifications/Requirements
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Experience with Customer Service or Inside Sales
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Robust professional network, willingness to continuously grow it
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Demonstrated passion for Customer Satisfaction
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Familiarity of available performance data, data-driven decision maker
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Relentless pursuit of answers on behalf of customers
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Experience with ERP systems such as Oracle or SAP.
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Demonstrate an understanding of customers’ expectations and commitment to providing quality service.
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Ability to work on own initiative as well as part of a team.
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Excellent communications skills both written and oral, with the ability to communicate at all levels.
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Excellent written and verbal English and local language skills
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Manage time effectively and prioritize work to meet deadlines. Accustomed to working unsupervised and under pressure, dealing with conflicting demands.
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Willingness to undertake the many varied duties vital to this position and keen to adopt new challenges.
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Able and willing to travel up to 25% of the time under normal business conditions.
Desired Characteristics
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Fluent in English and French
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Highly organized
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Influencing skills
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Project Management
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Oracle expertise
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Six Sigma Green Belt or Lean Training
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Undergraduate degree or 8-10 years related experience
Wabtec Corporation is committed to taking on the world’s toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles…people like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know.