THE POSITION
The Customer Service Representative (CSR) serves as the primary contact for customers. The CSR is responsible for taking orders, creating deliveries, handling inquiries, complaints, residuals, claims, and refunds. They will understand and possess knowledge about various Continental ContiTech products, how they are manufactured, and the applications products can be used for. They will have a keen understanding of ContiTech's plant structure and processes for the expedient resolution of customer issues.
Key Roles & Responsibilities:
- Handles inbound phone calls from customers through ContiTech Customer Service Systems (CRM + Telephony + Document Management). Understands overall flow of how work is processes through the CRM system. Accurate creation and management of cases for customers within the system.
- Proactively follow and ensure customer issues are resolved to the customer's satisfaction. Work with plants and customers to expedite product.
- Work with many different plants/locations where products are produced effectively and efficiently.
- Seek to understand and identify new ways to offer value added services to customers. Complement and work in tandem with various ContiTech departments to improve the customer experience.
- Understand product portfolio and effectively recommend products and solutions to customers. Uses catalogs and software programs to provide recommendations and solutions to unique customer inquiries.
- 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.
- Respond to inbound customer communications. Communications include both internal associates as well as external associates. Additionally, deals with a variety of complex issues including product capabilities, order status, reasons for order delays/expediting, policies, and claims/returns.
WHY YOU SHOULD APPLY
- Immediate Benefits
- Paid Time Off
- Tuition & Employee Discounts
- Annual Bonus
- Employer 401(k) Match
- And more benefits that come with working for a global industry leader!
BASIC QUALIFICATIONS
- Must have high school diploma.
- Experience using SAP and Microsoft Office
- Excellent verbal and written communication skills
- Ability to work well with minimal supervision in fast paced and high-pressure situations.
- Consistent and reliable attendance
- Accurate and detail oriented and be self-motivated and goal oriented.
- Ability to interface comfortably with customers and internal departments.
- Strong interpersonal skills and can work well in a team environment.
- Ability to understand commercial, shipping/logistics and manufacturing processes.
- Analytical mindset
- Ability to portray professionalism and confidence to customers via phone and email.
- Superior relationship building skills.
- Strong organizational and time management skills
- Ability to multitask and handle large volume of work efficiently and accurately.
- Prior experience working inside sales or dealing with the management/scheduling of a manufacturing production environment.
- Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
- Continental is not able to pay relocation expenses for this opportunity.
PREFERRED QUALIFICATIONS
- Preferred but not required 2+ years’ experience working in a Customer Service environment.
EEO-Statement:
EEO / AA / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to [email protected] or contact US Recruiting at 248.393.5566. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.
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