Continental Corporation Customer Service Representative in Manila, Philippines
About Continental With sales of €40.5 billion in 2016, Continental is among the leading automotive suppliers worldwide and currently employs more than 227,000 employees in 56 countries. As a division in the Continental Corporation, ContiTech is one of the world's leading industrial specialists. Its customers can be found in key industries such as machine and plant engineering, mining, the agricultural industry, and the automotive industry. With around 43,000 employees in 44 countries, the company uses its development and material expertise for products and systems made of rubber, polyamide, metal, textile, and electronic components to combine these with individual services. ContiTech always thinks in terms of customer-friendly and environmentally-friendly solutions – going well and truly beyond its roots as a producer of rubber products. With sales of approximately €5.5 billion (2016), this international technology partner is active with core branches in Europe, Asia, North and South America.
Auto req ID 72492BR
Job Title Customer Service Representative
Posting Location Manila
The Customer Service Associate (CSA) serves as the primary contact for customers. The CSA is responsible for taking orders, 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.
•Handling inbound phone calls to cater to customer requests and inquiries.
•Additional tasks and responsibilities may be assigned to CSR from time to time.
REQUIRED EDUCATION / EXPERIENCE / SKILLS:
•Bachelor’s degree and Spanish language 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
What we offer
Allowances: Transportation, meal, telecom and deminimis
Reimbursements: medical/optical and critical transportation
Health: HMO, Group Life Insurance and Investment fund
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