Customer Service Analyst

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.

Order management from receipt through final delivery, ensuring operational efficiency and process quality. Operate with a customer-centric approach, providing support, prompt resolution of requests, and excellence in customer service, contributing to customer retention, stronger relationships, and business growth.

• Manage, analyze, and maintain orders, ensuring effective customer service.
• Enter, validate, and confirm orders in the system, ensuring compliance with commercial and tax information.
• Process delivery orders, monitoring all stages of the workflow through to successful delivery to the customer.
• Monitor production progress, aligning priorities and deadlines with internal teams to ensure order fulfillment.
• Conduct follow-ups with customers and involved departments regarding order management.
• Provide customer support via phone, email, and other communication channels, answering inquiries, offering assistance, and delivering prompt and effective solutions.
• Analyze and resolve discrepancies related to orders, billing, deliveries, inventory, and registration, monitoring the identification of the root cause and resolution of problems, and directing them to the responsible areas.
• Collaborate with Sales, Planning, Logistics, Billing, Quality, and Finance teams to ensure smooth process flow.
• Monitor customer service and service-level performance indicators (SLA/OTIF), proposing continuous improvement actions to enhance customer satisfaction.
• Contribute to the continuous improvement of Customer Service processes by identifying opportunities for standardization, automation, and rework reduction.
• Bachelor's degree in Business Administration, Marketing, Logistics, Engineering, or related fields.
• Advanced English.
• Strong communication skills.
• Experience in customer service and customer support.
• Knowledge of Salesforce, Power BI, Microsoft Office.
• Knowledge of SAP MM/SD modules.

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