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Customer Relations Manager in Lincoln, NE at Continental

Date Posted: 2/4/2019

Job Snapshot

  • Employee Type:
  • Location:
    Lincoln, NE
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Position Summary:

Responsible for North America Customer Service operations covering customers in United States, Canada and Mexico with service teams located in Lincoln, NE, San Luis Potosi, MX and Manila, Philippines. This person will be involved in setting and driving the vision and strategy to ensure evergreen product knowledge, and ongoing process and technology improvements. The role requires a strong ability to manage and quickly resolve complex, multi­function related escalations. Responsible to identify and resolve training deficiencies while developing associates to be highly engaged in delivering customer satisfaction. This position requires a candidate who can stay focused and keep up with continuous and fast­paced growth while motiving others to meet the daily challenges of an extremely deadline­driven environment. The ideal candidate will have a strong commitment to employee development and recruiting (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence. Effective communication skills as well as a strong technical and analytical aptitude are required to move Customer Service operations into e­commerce and artificial intelligence. The ideal candidate actively seeks to understand Continental’s core businesses, values and initiatives, and is able to translate those into everyday Customer relationship practices. The candidate must be able to network across departmental boundaries to increase customer satisfaction and facilitate actions to allow businesses to meet their goals.

Position Responsibilities:

• Identifying insufficiencies in data application. Locating/acquiring and cultivating strong data applications that are reliable, efficient and effective for ecommerce and customer service agents. Help move our company into A.I.­where possible and cost effective.
• Establish and maintain a positive relationship with Sales, Marketing, plant and shipping personnel as well as departmental contacts across the enterprise.
• Support Marketing / Sales Actions relative to warranty and product performance issues.
• Manage and resolve complex and escalated complaints with distributors and ContiTech Executives.
• Manage the career growth and development for Customer Service organization. Resolve training deficiencies. Establish and monitor quality and performance standards and take corrective action as needed to assure performance levels meet objectives and focus on Continental’ s leadership principles. Develop, review and update Department policies.
• Understand and possess knowledge about various Continental products, how they are manufactured, understand shipping/logistics and the applications products can be used for. Understand Continental’s plant structure and processes for the expedient resolution of customer issues.
• Manage Customer Service budget, preparation, agreement with management, monitoring and follow up action.
• Establish successful process to support customers with the emerging technologies being implemented into our solutions.
• Strong Ability to work with Remote Teams.
• Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership teams. Driving Customer Team to identify and resolve complex customer service issues and proactively heading off negative service trends. Develop, monitor and report Key Performance indicators (KPI) for the department goals. Initiate counter measures where necessary. Review, update and communicate KPI’s to reflect current business goals.
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
▪ Identifying opportunities internally to improve our customer experience across our products and solutions with machine learning. Developing and achieving performance goals and objectives to achieve customer promise expectations. Drives creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.
▪ Participates on business leadership meetings; develops and drives strategies and programs which improve the competitive position and profitability of the organization.
▪ 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 team on monthly close activities including deliveries that are shipped but not billed and ensuring that all deliveries are pulled.

• Bachelor’s degree required.
• 5 + years working in a Customer Service environment in a management or supervisory role.
• MBA Preferred
• Project management Knowledge
• Prior experience dealing with the management/scheduling of a manufacturing production environment is preferred.
• Experience using SAP,, a contact center telephony system, and Microsoft Office preferred.


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