Order Management Team Lead

▪ 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.

• Work effectively in teams, including multi-disciplinary teams
• Demonstrates even-tempered, tactful, considerate and pleasant behavior• Presents and maintains a professional demeanor
• Self-starter, able to determine work steps based on management direction• Takes initiative and asks clarifying questions as necessary
• Demonstrated ability to manage multiple priorities and follow through on projects to completion • Maintains composure in a fast-paced, rapidly changing environment
• Consistently exhibits sound professional judgment• Ability to identify and analyze issues, prioritize and quickly recommend and implement appropriate solutions
• Demonstrated ability to achieve successful outcomes in handling difficult situations, customers and suppliers• Thinking critically and structuring analyses to solve poorly defined problems
• Basic project management skills, including understanding how to plan for own work in reasonable time frame and break tasks into achievable sub-tasks• Strong analytical abilities, including ability to leverage Excel, Access and other quantitative analysis tools
• Strong business modeling experience• Ability to effectively interact with many levels of management in both one-on-one and multi-disciplinary group settings• Good written and oral communication skills

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Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2021, Continental generated sales of €33.8 billion and currently employs more than 190,000 people in 58 countries and markets. On October 8, 2021, the company celebrated its 150th anniversary. The ContiTech group sector develops and manufactures, for example, cross-material, environmentally friendly and intelligent products and systems for the automotive industry, railway engineering, mining, agriculture and other key industries. Guided by the vision of “smart and sustainable solutions beyond rubber,” the group sector draws on its long-standing knowledge of the industry and materials to open up new business opportunities by combining various materials with electronic components and individual services.