Team Lead - Customer Service
Continental
Date: 2 days ago
City: Makati City
Contract type: Full time
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
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
"
" 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
Ready to drive with Continental? Take the first step and fill in the online application.
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. "
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
"
" 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
Ready to drive with Continental? Take the first step and fill in the online application.
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