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 :
Understands overall flow of how work is processed through the CRM system. Accurate creation and management of cases for Customers within the system.
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.
Additionally, deals with a variety of complex issues including product capabilities, order status, reasons for order delays / expediting, policies, and claims.
a. answering their customer service related questions
b. responding to cases assigned by the global center
c. documenting and explaining ContiTech processes
d. support training for new employees through shadowing and collaboration
Bachelor's degree; or minimum 2 years of experience in a customer service environment.
2 + years working in a Customer Service environment
Prior experience working inside sales or dealing with the management / scheduling of a manufacturing production environment
Must be able to speak French and English
Ability to understand commercial, shipping / logistics and manufacturing processes.
Strong communication skills
Computer proficient and able to use Microsoft Office products.
Ability to portray professionalism and confidence to customers via phone and e mail.
Superior relationship building skills.
Strong organizational and time management skills.
Ability to multi task and handle large volume of work efficiently and accurately.
Experience using SAP , preferred.
CVs must be submitted in English version