Global Business Services Manila is the only ContiTech location in the Philippines providing support to global stakeholders (e.g. NAR, EuroAsia) ▪ 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 " "▪ 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 ▪ 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. New position - AU CS TL under eSign 19203192 Ready to drive with Continental? Take the first step and fill in the online application.