Customer Service AssociateContinental Global Business Services Manila, Inc.

The Customer Service Associate serves as the primary contact for customers and is responsible for taking orders, creating deliveries, handling routine inquiries, complaints, residuals, claims, and refunds. They will understand and possess knowledge about various 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.
POSITION DESCRIPTIONOrder Entry
Accurately enter orders manually into SAP
Ensures that electronic orders flow into the system as intended
Resolve order conflicts (pricing, terms, and products) and monitors orders through shipment.
Telephony
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 Operations
Perform intermediate functions in SAP that will allow agent to log, check order status, quote price and availability and provide product information to customer
Perform additional task outside of regular pre-sales, order management and post-sales task
This may include but is not limited to EDI monitoring, queue management, etc.
Function as specialized back-up for a complicated account or additional task.
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 Contitech departments to improve the customer experience
Monitor and maintain master data accuracy.
POSITION REQUIREMENTS Required Knowledge
Ability to understand commercial, shipping/logistics and manufacturing processes.
Analytical mindset
Excellent written and oral communication skills
Computer proficient and able to use Microsoft Office products
Ability to portray professionalism and confidence to customers via phone and e-mail
Organizational and time management skills
Superior relationship building skills
Ability to multi-task and handle large volume of work efficiently and accurately
Product Knowledge (CBG, PTG, Fluid, AS, etc)
Ability to work in a team environment
Proficient/Fluent in the Host Country's first language (English)
Preferrably with SAP and Salesforce experience Required Experience
Bachelor's degree preferred
1 to 2 year working experience in Customer Service
Order Management or Supply Chain Management experience preferred
At least 1 year experience in a BPO or shared services environment working with Asia, Australia, Europe, South Africa, Latin America or North America market