Order Management Specialist

' Manage queues and cases (customer orders and inquiries) from Salesforce.comAnswer customer inquiries completely and accuratelyAccurately 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 complex customers and critical tasks that require collaboration between multiple departments• 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• Work with Account Receivable to handle Order Management related residuals/deductions" Answer inbound calls for routine inquiriesMake outbound calls for routine inquiries, verification, clarification, etc.Act as subject matter expert in recommending 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 availability and provide product information to customerCoordinate with various departments such as pricing, supply chain, master data, etc as needed to completely answer customer inquiriesFunction as universal back-up specifically for other 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.Perform additional task outside of regular pre-sales, order management and post-sales tasks. This may include but is not limited to training, quality monitoring, subject matter expert role, etc."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. Your profile Bachelor’s degree or equivalent4-7 years of experience in Customer Service, Order Management or Suppy Chain rolesOrder Management or Supply Chain Management experience requiredSmall group project or process improvement initiativeAt least 2 years experience in a BPO or shared services environment working with Asia, Australia, Europe, South Africa, Latin America or North America market. Our offer • Work effectively in teams, including multi-disciplinary teams• Demonstrates even-tempered, tactful, considerate and pleasant behavior• Presents and maintains a professional demeanor• Self-starter, able to determine work steps based on management direction• Takes initiative and asks clarifying questions as necessary• Demonstrated ability to manage multiple priorities and follow through on projects to completion• Maintains composure in a fast-paced, rapidly changing environment• Consistently exhibits sound professional judgment• Ability to identify and analyze issues, prioritize and quickly recommend and implement appropriate solutions• Demonstrated ability to achieve successful outcomes in handling difficult situations, customers and suppliers• Thinking critically and structuring analyses to solve poorly defined problems• Basic project management skills, including understanding how to plan for own work in reasonable time frame and break tasks into achievable sub-tasks• Strong analytical abilities, including ability to leverage Excel, Access and other quantitative analysis tools• Strong business modeling experience• Ability to effectively interact with many levels of management in both one-on-one and multi-disciplinary group settings• Good written and oral communication skills Ready to drive with Continental? Take the first step and fill in the online application. About us 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 2021, Continental generated sales of €33.8 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. Leadership levelLeading Self Job flexibilityHybrid Job Legal EntityContinental Global Business Services Manila, Inc. If you have a Continental e-mail address, you can use it to apply. You can then view the status of your application directly in the system. If you do not have a Continental e-mail address, apply with your private e-mail address. You will then receive all correspondence and the application status by email. Please note that you can only apply via this portal if you are currentl employed by Continental. If you are not yet an employee, we look forward to receiving your application via our external job portal . I confirm that I am currently a Continental employee.Applications via the internal job portal will not constitute any legal rights or employment relationship. Share this post with your colleagues To share this job, simply copy the URL of this page and share it with your colleagues via email or Teams. Remember that only Continental employees can apply for this internal job. If you would like to share an externally published job with friends, please visit our external job portal . #J-18808-Ljbffr