Job Description

Company DescriptionContinental 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 2021, Continental generated sales of \xe2\x82\xac33.8 billion and currently employs more than 190,000 people in 58 countries and markets. On October 8, 2021, the company celebrated its 150th anniversary.The ContiTech group sector develops and manufactures, for example, cross-material, environmentally friendly and intelligent products and systems for the automotive industry, railway engineering, mining, agriculture and other key industries. Guided by the vision of smart and sustainable solutions beyond rubber, the group sector 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.Reporting to the Head of Customer Service AUNZSEA, you will be a customer centric team member responsible for handling customer phone calls, processing sales orders/quotations and responding to queries received through our salesforce portal.Key responsibilities include:

• Focal point of contact with customer and internal stakeholder for all order-to-cash related tasks.
• Order management - Process customer purchase orders accurately in SAP and ensure on-time & in-full (OTIF) order execution as agreed with customer.
• Answer calls received on our customer service phone line in a timely and efficient manner.
• Claim handling - Resolve product/ shipping /quality related complaints and escalate them internally with key stakeholders.
• Product knowledge - sound understanding of the company's products, services and features to provide accurate and up-to-date information to customers.
• Support Sales by responding to customer enquiries with formal quotations including price and lead time for products available on the catalogue price list
• Respond to customer questions regarding product related information such as datasheets, application etc ; value Selling/up Selling - offer product alternatives where products not available in warehouse stock.
• Provide precise shipment dates to customer after clarification of production/ delivery status with supply chain (manufacturing / warehouse).
• Monitor open order backlog (including allocation management) until delivery creation for shipments.
• Record-keeping and documentation - Maintain accurate and detailed records of customer orders, interactions, enquiries, and resolutions through Salesforce customer service cloud platform.
• Strict adherence to company policies, procedures, and guidelines when interacting with customers.

QualificationsDegree qualified with proven (min 2-3 years) work experience as a customer service representativeAdditional Information

• Strong organisational skills with attention to detail.
• Exceptional team player with problem solving capabilities.
• Excellent phone etiquette and strong written/verbal communication skills.
• Technical or mechanical aptitude is desired.
• Working knowledge of Salesforce, SAP, and MS Office (MS Excel in particular) will be an added advantage.
• Proven experience in developing and maintaining customer relationships.

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Continental