Company Description

Global Business Services Manila is the only ContiTech location in the Philippines providing support to global stakeholders (e.g. NAR, EuroAsia)

Job Description

▪ Work with Order Management team to identify and resolve training insufficiencies.

▪ Responsibilities include communicating training needs, the development of training materials, and facilitating training within the Customer Service group

• Provide performance feedback and coaching to CSRs.
• Continually analyze CSR performance and conduct mid-year and end of year performance reviews.
• Identify CSR goals and action plans to build individual development plans for the upcoming year. "
  
  

"▪ Develop reports to measure, monitor, and identify opportunities for improvement in customer service and business support processes.

▪ Responsibilities include distribution and communication of customer service performance metrics and collaboration with management regarding solutions to issues identified from reports."

"▪ Perform high level transactions to complete processes that CSRs aren’t authorized to perform including releasing credits, intercompany returns, and invoice activity.

▪ Work closely with CSRs on monthly close activities including deliveries that are shipped but not billed and ensuring that all deliveries are pulled.

▪ Provide day to day support to CSRs in the performance of their daily tasks.

▪ Provide the necessary coverage on holidays, weekends, and after normal business hours as required by Contitech customers

▪ Establish and maintain a positive relationship with plant and shipping personnel as well as departmental contacts across the enterprise

▪ Monitor daily volume and distribute workload appropirately to avoid backlog

▪ Be the first level of escalation for issues related to operations like quality, timeliness, etc

▪ Collaborate with regional partners and stakeholders to improve team relations, business process and customer satisfaction

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"▪ Identify process improvement opportunities and lead projects designed to implement the targeted improvements.

▪ Own and maintain of work instruction documents annually and as needed

▪ Become familiar with the customer service technology infrastructure in order to ensure best practices are used to optimize customer service processes and customer satisfaction.

▪ Monitor and follow-up on the submission and completion of Bright Ideas and other process improvement projects

Qualifications

▪ Bachelor’s degree or equivalent

▪ 6-9 years working experience in a Customer Service, Order Management or Supply Chain Role

▪ Order Management Or Supply Chain Management Experience Required

▪ Small group project or process improvement initiative

▪ At least 3 years experience in a BPO or shared services environment working with Asia, Australia, Europe, South Africa, Latin America or North America market.

Additional Information

New position - AU CS TL under eSign 19203192

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