Job Description
Work with the Order Management team to identify and resolve training insufficiencies. Responsibilities include communicating training needs, developing training materials, and facilitating training within the Customer Service group.
1. Provide performance feedback and coaching to CSRs.
2. Continuously analyze CSR performance and conduct mid-year and end-of-year performance reviews.
3. Identify CSR goals and action plans to build individual development plans for the upcoming year.
4. Develop reports to measure, monitor, and identify opportunities for improvement in customer service and business support processes. Responsibilities include distributing and communicating customer service performance metrics and collaborating with management on solutions to issues identified from reports.
5. Perform high-level transactions to complete processes that CSRs aren’t authorized to perform, including releasing credits, intercompany returns, and invoice activities.
6. Work closely with CSRs on monthly close activities, including deliveries that are shipped but not billed, ensuring all deliveries are pulled.
7. Provide day-to-day support to CSRs in their daily tasks.
8. Provide necessary coverage on holidays, weekends, and outside normal business hours as required by Contitech customers.
9. Establish and maintain positive relationships with plant, shipping personnel, and departmental contacts across the enterprise.
10. Monitor daily volume and distribute workload appropriately to avoid backlog.
11. Serve as the first level of escalation for operational issues such as quality and timeliness.
12. Collaborate with regional partners and stakeholders to improve team relations, business processes, and customer satisfaction.
13. Identify process improvement opportunities and lead projects to implement targeted improvements.
14. Own and maintain work instruction documents annually and as needed.
15. Familiarize with customer service technology infrastructure to ensure best practices are used to optimize processes and satisfaction.
16. Monitor and follow up on the submission and completion of Bright Ideas and other process improvement projects.
Your Profile
* Bachelor’s degree or equivalent.
* 6-9 years of experience in Customer Service, Order Management, or Supply Chain roles.
* Experience in Order Management or Supply Chain Management required.
* Experience leading small group projects or process improvement initiatives.
* At least 3 years of experience in a BPO or shared services environment working with markets in Asia, Australia, Europe, South Africa, Latin America, or North America.
Our Offer
New position - AU CS TL under eSign19203192.
Ready to drive with Continental? Take the first step and fill in the online application.
About Us
Global Business Services Manila is the only ContiTech location in the Philippines providing support to global stakeholders (e.g., NAR, EuroAsia).
Legal Entity: Continental Global Business Services Manila, Inc.
#J-18808-Ljbffr