Responsibilities
- Serves as the primary contact for customers
- Takes orders, creates deliveries, handles inquiries, complaints, residuals, claims, and refunds
- Understands and possesses knowledge about various Continental ContiTech products, how they are manufactured, and the applications products can be used for
- Has a keen understanding of ContiTech's plant structure and processes for the expedient resolution of customer issues
- Handles inbound phone calls from customers through ContiTech Customer Service Systems (CRM + Telephony + Document Management)
- Understands the overall flow of how work is processed through the CRM system
- Accurately creates and manages cases for customers within the system
- Proactively follows and ensures customer issues are resolved to the customer's satisfaction
- Works with plants and customers to expedite product
- Works with many different plants/locations where products are produced effectively and efficiently
- Seeks to understand and identify new ways to offer value-added services to customers
- Complements and works in tandem with various ContiTech departments to improve the customer experience
- Understands product portfolio and effectively recommends products and solutions to customers
- Uses catalogs and software programs to provide recommendations and solutions to unique customer inquiries
- Resolves complaints and conflicts as they relate to keeping customers satisfied
- Communicates issues to management and works to resolve/settle disputes within company guidelines/policy
- Responds to inbound customer communications
- Communications include both internal associates as well as external associates
- Deals with a variety of complex issues including product capabilities, order status, reasons for order delays/expediting, policies, and claims/returns
Requirements
- Ability to serve as primary customer contact
- Knowledge of Continental ContiTech products, manufacturing processes, and applications
- Understanding of ContiTech's plant structure and internal processes
- Experience with CRM systems, telephony, and document management systems
- Ability to accurately create and manage customer cases
- Strong communication skills for handling both internal and external communications
- Problem-solving skills to resolve customer complaints, claims, and conflicts
- Ability to work with multiple plants and locations
- Proficiency in using catalogs and software programs to recommend products and solutions
