Order Management Associate – Analyst

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October 11

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Continental

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Automotive • Technology • Sustainability

Continental is a technology company that develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the company is focused on innovation in areas like autonomous mobility, connectivity, electric mobility, and safety technologies. Continental is a leader in developing smart and sustainable tire technologies and offers a wide range of industrial solutions. The company is committed to sustainability, emphasizing carbon neutrality, emission-free mobility, and a circular economy. With a global presence, Continental also offers extensive career opportunities across various fields, including software engineering, IT, and sales, contributing to the future of mobility solutions.

10,000+ employees

Founded 1871

📋 Description

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

🎯 Requirements

• Bachelor’s degree or equivalent • 2-5 years of experience in Customer Service, Order Management or Suppy 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.

🏖️ Benefits

• HMO upon hire • Values-based culture • Learning Opportunities