The Senior Customer Service Representative is the primary customer-facing contact for assigned original equipment manufacturer and industrial accounts. The role translates customer demand, releases, orders, and delivery requirements into accurate internal priorities and coordinates with Materials, Planning, Production, Shipping, Quality, Finance, Sales, Engineering, and Information Technology to protect customer supply and support reliable delivery performance. This position independently manages complex transactions and escalations, identifies supply and delivery risk, leads recovery communication, maintains accurate customer and system data, and contributes to process improvement, standard work, and team capability. Key Responsibilities · Manage assigned customer accounts as the day-to-day point of contact for releases, orders, schedule changes, delivery questions, shortages, premium freight, returns, claims, and other service issues. · Review customer demand and electronic releases against inventory, production schedules, capacity, material availability, lead times, and shipping status; promptly communicate significant changes and risks. · Process, validate, and maintain customer orders, releases, forecasts, pricing, ship-to data, and master data in applicable ERP, EDI, and customer portal systems. · Monitor finished-goods and relevant work-in-process inventory and coordinate cross-functional actions to prevent customer disruption, including shortage management, allocation, recovery plans, and escalation. · Coordinate shipment priorities and transportation actions with Planning, Production, Shipping, Logistics, and Materials. Recommend expedites or premium freight when required and support documentation of cause, approval, and cost responsibility. · Provide timely, accurate customer communication on order status, delivery commitments, recovery timing, and open issues. Ensure commitments are documented and followed through to closure. · Investigate delivery, order, pricing, invoicing, return, and credit issues with Finance, Sales, Quality, Engineering, and Operations; coordinate corrective action and communicate resolution. · Manage return material authorization and related transactions in accordance with established approval, quality, financial, and customer requirements. · Maintain account records, customer-specific requirements, routing instructions, packaging or labeling information, contact lists, and documented standard work. · Support new product launches, engineering changes, phase-ins/phase-outs, customer onboarding, and changes in customer systems or procedures by coordinating data readiness and communication. · Analyze recurring service issues and performance trends, identify root causes with cross-functional partners, and implement improvements that strengthen delivery reliability and customer experience. · Support customer service metrics and operating reviews, including delivery performance, backlog, past-due orders, expedites, premium freight, response time, and issue closure. · Serve as an escalation resource and subject-matter expert for complex account or system issues; train colleagues on customer requirements, systems, and standard work as needed. · Protect confidential customer and company information and comply with quality, safety, trade compliance, cybersecurity, record-retention, and internal-control requirements applicable to the role. · Perform other related duties and support business continuity coverage as assigned. Decision Making and Working Relationships · Exercises independent judgment in prioritizing customer requirements, escalating risk, coordinating recovery activities, and recommending transportation or service solutions within established authority. · Works closely with Materials Planning, Production, Shipping and Receiving, Logistics, Quality, Finance, Sales, Engineering, Program Management, Purchasing, and IT. · Escalates potential line-down situations, unresolved shortages, significant schedule volatility, system failures, major customer complaints, and commitments that exceed established authority. - Salary Range: $70,400 - $96,800 Internal Use Only: Salary Global Terms of Use and Privacy Statement Carefully read the BorgWarner Privacy Policy before using this website. Your ability to access and use this website and apply for a job at BorgWarner are conditioned on your acceptance and compliance with these terms. Please access the linked document by clicking here, select the geographical area where you are applying for employment, and review. Before submitting your application you will be asked to confirm your agreement with the terms. Career Scam Disclaimer: BorgWarner makes no representations or guarantees regarding employment opportunities listed on any third-party website. To protect against career scams, job applicants should take the necessary precautions when interviewing for and accepting employment positions allegedly offered by BorgWarner. Applicants should never provide their national ID numbers, birth dates, credit card numbers, bank account information or other private information when communicating with prospective employers or responding to employment opportunities online. Job applicants are invited to contact BorgWarner through BorgWarner’s website to verify the authenticity of any employment opportunities. BorgWarner is a global product leader in delivering innovative and sustainable mobility solutions. We are a company of innovators and independent thinkers that brings together talented employees, meaningful work and amazing technology in a unique environment. At BorgWarner we constantly work towards our vision of a clean and energy-efficient world. Our Culture BorgWarner promotes and nurtures a diverse and inclusive environment, honors integrity, strives for excellence, commits to responsibility for our communities and the environment, and builds on the power of collaboration. We believe the health and safety of our employees are a top priority. Career Opportunities We manage talent as seriously as we manage our businesses and encourage you to learn about our proud history, strong culture, technologies, and vision for the future. We offer positions locally and globally with over 90 locations in 19 countries. If this position energizes you and you feel you can help us achieve our mission and vision, you are invited to submit an application for consideration. You may see the list of requirements and feel you do not meet all of them. However, remember that BorgWarner thinks differently. If your qualifications align with the majority of those outlined in this job description, we encourage you to apply and share your experience and skills with us.

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