THE POSITIONThe Customer Service Representative (CSR) serves as the primary contact for customers. The CSR is responsible for taking orders, creating deliveries, handling inquiries, complaints, residuals, claims, and refunds. They will understand and possess knowledge about various Continental ContiTech products, how they are manufactured, and the applications products can be used for. They will have a keen understanding of ContiTech's plant structure and processes for the expedient resolution of customer issues.  This position is hybrid and applicant can report to Fairlawn, OH or Lincoln, NE plant.HOW YOU WILL MAKE AN IMPACTHandles inbound phone calls from customers through ContiTech Customer Service Systems (CRM + Telephony + Document Management). Understands the overall flow of how work is processed through the CRM system.  Accurate creation and management of cases for customers within the system.Proactively follow and ensure customer issues are resolved to the customer's satisfaction. Work with plants and customers to expedite product.Work with many different plants/locations where products are produced effectively and efficiently.Seek to understand and identify new ways to offer value-added services to customers. Complement and work in tandem with various ContiTech departments to improve the customer experience.Understand product portfolio and effectively recommend products and solutions to customers. Uses catalogs and software programs to provide recommendations and solutions to unique customer inquiries.Resolve complaints and conflicts as they relate to keeping customers satisfied. Communicate issues to management and work to resolve/settle disputes within company guidelines/policy.Respond to inbound customer communications. Communications include both internal associates as well as external associates. Additionally, deals with a variety of complex issues including product capabilities, order status, reasons for order delays/expediting, policies, and claims/returns.  
