Continental Corporation Customer Service Associate in Philippines
Customer Service Associate
The Customer Service Associate (CSA) serves as the primary contact for customers. The CSA is responsible for taking orders and calls, creating deliveries, handling routine inquiries, complaints, residuals, claims, and refunds. He/She will understand and possess knowledge about various Contitech products, how they are manufactured, and the applications products can be used for. He/She will have a keen understanding of Contitech's plant structure and processes for the expedient resolution of customer issues. The Customer Service Associate reports to the Customer Service Team Lead.
•Accurately enter orders into SAP and ensures that electronic orders flow into the system as intended.
•Resolve order conflicts (pricing, terms, products) and monitors orders through shipment.
•Expedite orders not shipped on time through plants.
•Seek to understand and identify new ways to offer value added services to customers.
•Complement and work in tandem with various departments to improve the customer experience.
•Understand and effectively recommend products and solutions to customers.
•Resolve complaints and conflicts as they relate to keeping customers satisfied
•Communicate issues to management and work to resolve/settle disputes within company guidelines/policy.
•Communicate to both internal Associates as well as external Customers and deal with a variety of complex issues including product capabilities, order status, reasons for order delays/expediting, and order conflicts.
•Monitor and maintain master data accuracy.
•Additional tasks and responsibilities may be assigned to CSR from time to time.
REQUIRED EDUCATION / EXPERIENCE / SKILLS:
•Bachelor’s degree required
•Ability to understand commercial, shipping/logistics and manufacturing processes.
•Effective communication skills.
•Computer proficient and able to use Microsoft Office products.
•Ability to portray professionalism and confidence to customers via phone and email.
•Above Average relationship building skills.
•Good organizational and time management skills.
•Ability to multitask and handle large volume of work efficiently and accurately.
DESIRED EDUCATION / EXPERIENCE / SKILLS:
•2 + years working in a Customer Service environment
•Experience using SAP and Microsoft Office
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