Customer Care Specialist
About The Position
At tesa, we're not just colleagues; we're collaborators who thrive on pushing boundaries and challenging the status quo. Our mission is to create sustainable adhesive solutions that improve the work, products, and lives of our customers - we're passionate about making a difference! The Customer Care Specialist – Local Key User position starts at 6:30am when you begin your day by reviewing EDI orders for our automotive customers followed by checking in with our warehouse team to ensure alignment for the day. This position also requires regular checks of the assigned customer portals throughout the day, with some monitoring on weekends as needed. It is also designated as a “critical position” during emergencies and weather-related events. You will manage customer orders received through E-mail, and customer-specific supply systems, while providing timely support related to order status, delivery schedules, complaints, invoice deductions, and other inquiries in a professional and customer-focused manner. In addition, the Local Key User plays a key role in driving application utilization improvements, supporting communication with the end-user community, and serving as the first point of contact for troubleshooting and resolving end-user issues within their area of expertise.
Requirements
- Associates degree or at least 4 years of prior customer service experience
- Novice or better PC skills including word processing and spreadsheet capabilities
- Prior experience with a customer data management system
- Ability to communicate verbally and in written form
- Excellent phone skills and ability to work in a fast-paced environment
Nice To Haves
- Prior automotive customer service experience
- Previous SAP experience
Responsibilities
- Verifies the accuracy of the customer’s orders and communicates any corrections deemed necessary to ensure all orders are accepted and entered correctly
- Manages EDI data for customer releases to include correction of errors
- Answers customer inquiries relating to order status, shipping/delivery dates, pro number and carrier
- Proactively communicates with internal and external personnel
- Refers customers to the proper technical resource within the Industrial Market group for inquiries or concerns
- Ensures all purchase order pricing aligns with loaded pricing and communicates any discrepancies to the appropriate salesperson and customer for resolution
- Uses CRM system to enter customer data, request data and information as needed
- Participates in and schedules individual and team training/meetings to ensure knowledge is up to date
- Maintains confidentiality of the organization’s customers and data
- Monitors customer portals and acts as administrator (if required) and input/retrieves customer required information
- Retrieve Customer Scorecards from customer portals, emails – post and share information
- Effectively works and communicates in a multi-cultural environment seeking assistance as needed
- Analyze, filter and recommend IT demands from the end user community
- Provide support for decision-making process about IT demands: evaluation of complexity, preparation of decision, recommendation
- Prepare definition of business rules and solutions
- Prepare test cases and conduct tests
- Confirm user acceptance for local template enhancements
- Design and document training contents and training concepts according to guidelines, keep them up to date
- Train and support key users or end users in handling the systems
- Performs other related duties as required
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
