Team Lead - Order Management

▪ 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

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