Customer Care Specialist

Customer Care Specialist – Local Key User

Are you ready to revolutionize tape with us? At tesa, we're not just colleagues; we're collaborators who thrive on pushing boundaries and challenging the status quo. Our mission is to create sustainable adhesive solutions that improve the work, products, and lives of our customers - we're passionate about making a difference!

The Customer Care Specialist – Local Key User serves as the primary point of contact for tesa customers across multiple market segments. This role manages customer orders received through E-mail, EDI, and customer-specific supply systems, while providing timely support related to order status, delivery schedules, complaints, invoice deductions, and other inquiries in a professional and customer-focused manner. This position is also designated as a "critical position" during emergencies and weather-related events. In addition, the Local Key User plays a key role in driving application utilization improvements, supporting communication with the end-user community, and serving as the first point of contact for troubleshooting and resolving end-user issues within their area of expertise.

How you'll help the formula:

• Verifies the accuracy of the customer's orders and communicates any corrections deemed necessary to ensure all orders are accepted and entered correctly
• Manages EDI data for customer releases to include correction of errors
• Answers customer inquiries relating to order status, shipping/delivery dates, pro number and carrier
• Proactively communicates with internal and external personnel
• Refers customers to the proper technical resource within the Industrial Market group for inquiries or concerns
• Ensures all purchase order pricing aligns with loaded pricing and communicates any discrepancies to the appropriate salesperson and customer for resolution
• Uses CRM system to enter customer data, request data and information as needed
• Participates in and schedules individual and team training/meetings to ensure knowledge is up to date
• Maintains confidentiality of the organization's customers and data
• Monitors customer portals and acts as administrator (if required) and input/retrieves customer required information
• Retrieve Customer Scorecards from customer portals, emails – post and share information
• Effectively works and communicates in a multi-cultural environment seeking assistance as needed

Local Key User responsibilities:

• Analyze, filter and recommend IT demands from the end user community
• Provide support for decision-making process about IT demands: evaluation of complexity, preparation of decision, recommendation
• Prepare definition of business rules and solutions
• Prepare test cases and conduct tests
• Confirm user acceptance for local template enhancements
• Design and document training contents and training concepts according to guidelines, keep them up to date
• Train and support key users or end users in handling the systems
• Performs other related duties as required

Key elements for your role:

• Associates degree or at least 4 years of prior customer service experience
• Prior automotive customer service experience; preferred
• Previous SAP experience
• Novice or better PC skills including word processing and spreadsheet capabilities
• Prior experience with a customer data management system
• Ability to communicate verbally and in written form
• Excellent phone skills and ability to work in a fast-paced environment
• Some travel may be required; up to 10%
• Spanish speaking; preferred