Customer Care Associate

The Customer Care Associate is the regular point of contact for tesa tape customers including but not limited to: receipt of orders via Fax, Phone, E.D.I. or customer supply systems, communicating customer’s order status, delivery dates, problems, complaints, communication and resolution and other inquiries that may arise while doing so in a courteous, effective and efficient manner.  He/she will be required to proactively communicate with other internal and external personnel including but not limited to:  Sales Personnel, various Market Managers, Product Managers, Program Managers, Materials Management, Finance and Warehouse.  He / She is responsible for initiating and following up on customer complaints and invoice deductions.  He / She will assist in the setup of new accounts.  This is considered a “critical position” for emergencies / weather related events.  This is a non-supervisory position.

Responsibilities: 
  • Verifies the accuracy of the customer’s orders and makes and communicates any corrections deemed necessary to ensure all orders are accepted and entered correctly
  • Answers customer inquiries relating to order status, shipping/delivery dates, pro number, carrier and any additional questions that may arise. Refers customers to the proper technical resource for customer inquiries or concerns.
  • Uses CRM and other tesa portal systems to enter customer data, request data and provide information as needed
  • Participates in individual and team trainings and meetings to ensure knowledge is up-to-date
  • Maintains confidentiality of the organization’s customers and data
  • Analyses trends to identify and peaks or issues and reports accordingly to planning and sales
  • Effectively works and communicates in a multi-cultural environment seeking assistance as needed

Qualifications: 
  • Bachelor’s degree and/or at least 4 years customer service experience
  • Excellent CRT skills: SAP SD Module, CRM, customer portal material management systems
  • Excellent PC skills to include word processing and spreadsheet capabilities
  • Strong communication skills, both verbal and written
  • Demonstrated ability to work in a fast-paced and multi-task environment
  • English proficiency in oral and written communication min 80%
  • Analytical skills

Do you think tesa?

Do you think tesa?

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