Customer Service Representative

THE POSITION Customer Service Representative (CSR) serves as the primary contact for customers. The CSR is responsible for taking orders, creating deliveries, handling inquiries, complaints, residuals, claims, and refunds. They will understand and possess knowledge about various Continental ContiTech products, how they are manufactured, and the applications products can be used for. They will have a keen understanding of ContiTech's plant structure and processes for the expedient resolution of customer issues. This position is hybrid and applicant can report to Fairlawn, OH or Lincoln, NE plant. HOW YOU WILL MAKE AN IMPACT Handles inbound phone calls from customers through ContiTech Customer Service Systems (CRM + Telephony + Document Management). Understands the overall flow of how work is processed through the CRM system. Accurate creation and management of cases for customers within the system. Proactively follows and ensures customer issues are resolved to the customer's satisfaction. Works with plants and customers to expedite product. Works with many different plants/locations where products are produced effectively and efficiently. Seeks to understand and identify new ways to offer value-added services to customers. Complements and works in tandem with various ContiTech departments to improve the customer experience. Understands product portfolio and effectively recommends products and solutions to customers. Uses catalogs and software programs to provide recommendations and solutions to unique customer inquiries. Resolves complaints and conflicts as they relate to keeping customers satisfied. Communicates issues to management and works to resolve/settle disputes within company guidelines/policy. Responds to inbound customer communications. Communications include both internal associates as well as external associates. Additionally, deals with a variety of complex issues including product capabilities, order status, reasons for order delays/expediting, policies, and claims/returns. WHAT YOU BRING TO THE ROLE Must have high school diploma/GED Experience in Customer Service (inbound calls) Microsoft Office Excellent verbal and written communication skills Ability to work well with minimal supervision in fast‑paced and high‑pressure situations. Accurate and detail‑oriented and be self‑motivated and goal‑oriented. Ability to interface comfortably with customers and internal departments. Strong interpersonal skills and can work well in a team environment. Ability to understand commercial, shipping/logistics and manufacturing processes. Analytical mindset Ability to portray professionalism and confidence to customers via phone and email. Strong relationship‑building skills Strong organizational and time‑management skills Ability to multitask and handle large volume of work efficiently and accurately. ADDITIONAL WAYS TO STAND OUT 2+ years’ experience working in a Customer Service environment. Experience using SAP Salesforce Experience Prior experience working inside sales or dealing with the management/scheduling of a manufacturing production environment. THE PERKS Immediate Benefits Paid Time Off Tuition Assistance & Employee Discounts Employer 401(k) Match Competitive Bonus Programs Employee Assistance Program Future Growth Opportunities, including personal and professional And many more benefits that come with working for a global industry leader! Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. EEO / AA / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to View email address on click.appcast.io or contact US Recruiting at View phone number on click.appcast.io. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non‑disability related technical issues, will not receive a call back. #J-18808-Ljbffr