Customer Service Representative

Job Description

ContiTech, a division of Continental, is one of the world's leading suppliers of technical elastomer products and is a specialist in plastics technology. ContiTech develops and produces functional parts, components, and systems for machine and plant engineering, mining, the automotive industry, and other important industries. Our Fairlawn, OH location is seeking a Customer Service Representative to join our team.

Are you ready to shape the future with us?

THE POSITION

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 plan structure and processes for the expedient resolution of customer issues.

Key Roles & Responsibilities:
• Handles inbound phone calls from Customers through ContiTech Customer Service Systems (CRM + Telephony + Document Management). Understands overall flow of how work is processed through the CRM system. Accurate creation and management of cases for Customers within the system.• Proactively follow and ensure customer issues are resolved to the customer's satisfaction. Work with Customers to expedite product.• 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.• Understand product portfolio and effectively recommend products and solutions to customers: Offer alternative products and 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. • 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. • Respond to inbound customer communications. Communications include both internal associates as well as external customers. Additionally, deals with a variety of complex issues including product capabilities, order status, reasons for order delays/expediting, polices, and claims. • Mentor/support V*Source Global customer service personnel by answering their customer service-related questions, responding to cases assigned by the global center, documenting and explaining ContiTech processes, and support training for new employees through shadowing and collaboration.• This position may require limited travel.• This position may be remote/virtual.

WHY YOU SHOULD APPLY
• Immediate Benefits• Paid Time Off• Tuition & Employee Discounts• Annual Bonus• Employer 401(k) Match• And more benefits that come with working for a global industry leader!

Job Requirements

BASIC QUALIFICATIONS
• Ability to understand commercial, shipping/logistics and manufacturing processes.• Prior experience in Customer Service.• Analytical mindset.• Strong communication skills.• Computer proficient and able to use Microsoft Office products.• Ability to portray professionalism and confidence to customers via phone and email.• Superior relationship building skills.• Strong organizational and time management skills.• Ability to multitask and handle large volume of work efficiently and accurately.
• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, nor or in the future, for this job opening.• Continental is not able to pay relocation expenses for this opportunity.

PREFERRED QUALIFICATIONS
• 2+ years working in Customer Service environment• Prior experience working inside sales or dealing with the management/scheduling of a manufacturing production environment• Experience using SAP and Microsoft Office

About Continental

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2020, Continental generated sales of €37.7 billion and currently employs around 193,000 people in 58 countries and markets. In 2021, the company celebrates its 150th anniversary. The ContiTech business area focuses on smart and sustainable solutions beyond rubber and develops digital and intelligent solutions in future-oriented sectors. In doing so, ContiTech draws on its long-standing knowledge of the industry and materials to open up new business opportunities by combining various materials with electronic components and individual services. The products, systems and solutions developed by ContiTech are used both in the automotive industry as well as in railway engineering, machine and plant construction, mining, agriculture and other important sectors of the future.