Order Management Specialist

Job Description Manage queues and cases (customer orders and inquiries) from Salesforce.com Answer customer inquiries completely and accurately Accurately enter orders manually into SAP Ensure electronic orders flow into the system as intended Resolve order conflicts (pricing, terms, products) and monitor 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 Accounts Receivable to handle Order Management related residuals/deductions Answer inbound calls for routine inquiries Make 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 Use 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 customer Coordinate with various departments such as pricing, supply chain, master data, etc. as needed to completely answer customer inquiries Function 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 tasks outside of regular pre‑sales, order management, and post‑sales tasks (e.g., training, quality monitoring, subject‑matter‑expert role, etc.) Identify process improvement opportunities and lead projects designed to implement the targeted improvements Own and maintain work instruction documents year to year Become familiar with the customer service technology infrastructure to ensure best practices are used to optimize customer service processes and customer satisfaction Additional Information Work effectively in teams, including multi‑disciplinary teams Demonstrates even‑tempered, tactful, considerate and pleasant behavior 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 breaking 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 Qualifications Bachelor’s degree or equivalent 4‑7 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 Company Description 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. Ready to drive with Continental? Take the first step and fill in the online application. #J-18808-Ljbffr