Customer Service analystContinental

Division
ContiTech
Job Description
The Customer Service Analyst serves as the primary contact for customers. The CSR 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 Veyance's plant structure and processes for the expedient resolution of customer issues.
"• Accurately enter orders manually into SAP.
Ensures that electronic orders flow into the system as intended.
Resolve order conflicts (pricing, terms, products) and monitors orders through shipment."
"▪ Answer inbound calls for routine inquiries
▪ Understand and effectively recommend products and solutions to customers: Offer alternative products or solutions to meet customers' needs. If something is stocked out, offer comparable spec to meet customers' requirements. Uses catalogs and software programs to provide recommendations and solutions to unique customer inquiries
"
"▪ Perform advance functions in SAP that offers support to the basic CSR job function.
▪ Function as universal back-up specifically for highly specialized accounts/tasks.
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.
Seek to understand and identify new ways to offer value added services to customers. Complement and work in tandem with various Veyance departments to improve the customer experience.
Monitor and maintain master data accuracy.
▪ Perform additional task outside of regular pre-sales, order management and post-sales tasks. This may include but is not limited to training, quality monitoring, subject matter expert role, etc."
"▪ Identify process improvement opportunities and lead projects designed to implement the targeted improvements.
▪ Own and maintain of work instruction documents year to year.
Become familiar with the customer service technology infrastructure in order to ensure best practices are used to optimize customer service processes and customer satisfaction.
▪ Daily monitoring of sample size of orders to ensure accurate order logging."
Job Category
Manufacturing Operations and Production
Job Requirements
Bachelor's degree preferred
3 to 5 years working experience in Customer Service required
Order Management or Supply Chain Management experience required
Small group project or process improvement initiative
1-2 years experience in a BPO or shared services environment working with Asia, Australia, Europe, South Africa, Latin America or North America market.
About Continental
The Business Area ContiTech develops, produces and markets products, systems and intelligent components made from rubber, plastic, metal and textiles. These products are used in mining, the agricultural industry, railway engineering mechanical and plant engineering, the automotive industry and other important sectors of the future.
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Continental

Manila City, Metro Manila
Permanent
Full-time