Are you ready to revolutionize tape with us?
At tesa, we're not just colleagues; we're collaborators who thrive on pushing boundaries and challenging the status quo. Our mission is to create sustainable adhesive solutions that improve the work, products, and lives of our customers - we're passionate about making a difference!
The Customer Care Specialist – Local Key User - serves as the main point of contact for tesa customers across different industries. This person handles incoming orders (via phone, fax, EDI, or customer-specific systems), provides updates on order status and delivery dates, and helps resolve any issues, complaints, or questions—all while ensuring clear, professional, and efficient communication.
This role works closely with both internal and external teams, including Sales, Market/Product/Program Managers, Materials Management, Finance, and Warehouse staff. The specialist is also responsible for handling customer complaints, invoice deductions, and supporting the setup of new customer accounts. They help ensure tools and applications are used effectively and serve as a communication bridge between end-users and technical teams. In addition, this is a critical role during emergencies or weather-related disruptions.
At tesa, we're not just colleagues; we're collaborators who thrive on pushing boundaries and challenging the status quo. Our mission is to create sustainable adhesive solutions that improve the work, products, and lives of our customers - we're passionate about making a difference!
The Customer Care Specialist – Local Key User - serves as the main point of contact for tesa customers across different industries. This person handles incoming orders (via phone, fax, EDI, or customer-specific systems), provides updates on order status and delivery dates, and helps resolve any issues, complaints, or questions—all while ensuring clear, professional, and efficient communication.
This role works closely with both internal and external teams, including Sales, Market/Product/Program Managers, Materials Management, Finance, and Warehouse staff. The specialist is also responsible for handling customer complaints, invoice deductions, and supporting the setup of new customer accounts. They help ensure tools and applications are used effectively and serve as a communication bridge between end-users and technical teams. In addition, this is a critical role during emergencies or weather-related disruptions.
What you will do:
- Check order accuracy in CRM and correct or communicate changes to ensure proper entry and acceptance.
- Manage EDI data for customer releases to include correction of errors.
- Answer customer inquiries relating to order status, shipping/delivery dates, pro number, carrier, and any additional questions that may arise.
- Proactively communicate with other internal and external personnel including but not limited to: Sales, Market/Product/Program Managers, Materials Management, Finance, and Warehouse staff.
- Refer customers to the proper technical resource within the Industrial Market group for customer inquiries or concerns.
- Ensure purchase order pricing matches customer pricing records. Report discrepancies to Sales and update the customer if needed.
- Recommend and apply changes to improve service and meet customer requirements.
- Participate and schedule individual and team training and meetings to ensure knowledge is up to date.
- Maintain confidentiality of the organization’s customers and data.
- Monitor customer portals and acts as administrator (if required) and input/retrieves customer required information.
- Retrieve Customer Scorecards from customer portals, emails – post and share information.
- Effectively work and communicate in a multi-cultural environment seeking assistance as needed.
Local Key User responsibilities:
- Analyze, filter and recommend IT demands from the end user community.
- Provide support for decision-making process about IT demands: evaluation of complexity, preparation of decision, recommendation.
- Prepare definition of business rules and solutions.
- Prepare test cases and conduct tests.
- Confirm user acceptance for local template enhancements.
- Design and document training contents and training concepts according to guidelines, keep them up to date.
- Train and support key users or end users in handling the systems.
- Role in IT support concept to be considered but not yet defined.
- Performs other related duties as required.
What you will need:
- Associates degree or at least 4 years of prior customer service experience.
- SAP experience required.
- Prior automotive customer service experience; preferred.
- Excellent PC skills including word processing and spreadsheet capabilities.
- Prior experience with a customer data management system.
- Ability to communicate verbally and in written form.
- Spanish speaking; preferred.
- Excellent phone skills and ability to work in a fast-paced environment.
- Some travel may be required from time to time to visit customers, training and participating in team meetings or events up to 10%.
#APlaceForYou
Posted on: 5/16/2025
#LI-HYBRID
Do you think tesa?
Please follow the below link to submit your resume and other required information.
Apply online