Job Description

Continental Global Business Services in Manila started in June 2012 as Veyance Technologies Inc. and was acquired by Continental AG in January 2015. On the same year, it legally changed the company name to Continental Global Business Services Manila Inc., which reflects its global presence as a full-fledged subsidiary of ContiTech Division in Continental AG.

GBS Manila is composed of five (5) main work streams, structured to make processes centralized, standardized, and in leveraged technology with the support of IT group, Continental Business Systems & RPA Competence Center.

It provides end-to-end, front-to-back services; from customer service, order management, purchasing, invoice to payment, credit and collection, full finance activities, data management, and HR services including payroll, employee benefits and talent acquisition; all built to meet its customer's needs.

▪ Manage queues and cases (customer orders and inquiries) from Salesforce.com

▪ Answer customer inquirires completely and accurately

▪ Accurately enter orders manually into SAP.

▪ Ensures that electronic orders flow into the system as intended.

▪ Resolve order conflicts (pricing, terms, products) and monitors orders through shipment.

• Ensure order fulfillment (stock availability, order status, document requests, etc.)

• Correct EDI or Electronic order errors to root-cause

• Handle specialized customers and tasks with specific instructions and requirements

• Handle simple claims like undershipping, overshipping, customer errors that require straightforward credit/debit or return

• Handle more complex claims like annual returns and freight claims"

▪ Answer inbound calls for routine inquiries

▪ Make outbound calls for routine inquiries, verification, clarification, etc.

▪ Understand and effectively recommend products and solutions to customers. Offer alternative products or 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"

▪ Perform SAP transactions to log, check order status, quote price and availablity and provide product information to customer

▪ Coordinate with various departments such as pricing, supply chain, master data, etc as needed to completely answer customer inquirires

▪ Function as universal back-up specifically for specialized accounts/tasks.

• 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.

• 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 customer experience.

▪ Identify process improvement opportunities and lead projects designed to implement the targeted improvements.

▪ Own and maintain of work instruction documents year to year.

• Become familiar with the customer service technology infrastructure in order to ensure best practices are used to optimize customer service processes and customer satisfaction.

Qualifications

▪ Bachelor’s degree or equivalent.

▪ 2-5 years of experience in Customer Service, Order Management or Supply Chain roles.

▪ Order Management or Supply Chain Management experience required.

▪ Small group project or process improvement initiative.

▪ At least 2 years experience in a BPO or shared services environment working with Asia, Australia, Europe, South Africa, Latin America or North America market.

Additional Information

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