Customer Care Specialist

tesa tape, inc.; Grand Rapids (MI); On-site; USD 42,000 - 68,000; Full time

Job summary

tesa tape, inc. in Grand Rapids, MI is seeking a Customer Care Specialist – Local Key User to review EDI orders for automotive customers and coordinate with the warehouse for daily alignment.

The role supports end-user issues, drives application utilization, and serves as the first contact for troubleshooting within the Industrial Market group. Requires SAP experience and strong communication skills.

Qualifications

• Associates degree or 4+ years of customer service experience.
• Prior automotive customer service experience preferred.
• Previous SAP experience required or helpful.
• Proficient PC skills including word processing and spreadsheets.
• Experience with a customer data management system.
• Excellent verbal and written communication.
• Strong phone skills in a fast-paced environment.

Responsibilities

• Manage customer orders via email and customer portals; respond with order status, delivery dates, and invoice issues.
• Coordinate with warehouse and internal teams to ensure order accuracy and on-time delivery.
• Act as first point of contact for troubleshooting within the Local Key User scope.
• Analyze IT demands from end users and assist in defining business rules and solutions.
• Provide training and support to key users; keep training content up to date.

Skills

Customer service experience

SAP experience

CRM usage

Excellent communication

Education

Associates degree

Tools

SAP

CRM system

MS Office

Job description

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!

Are you a morning person? You're in luck! TheCustomer Care Specialist – Local Key Userposition starts at 6:30am when you begin your day by reviewing EDI orders for our automotive customers followed by checking in with our warehouse team to ensure alignment for the day. This position also requires regular checks of the assigned customer portals throughout the day, with some monitoring on weekends as needed. It is also designated as a “critical position” during emergencies and weather-related events.

You will manage customer orders received through E-mail, and customer-specific supply systems, while providing timely support related to order status, delivery schedules, complaints, invoice deductions, and other inquiries in a professional and customer-focused manner.

In addition, the Local Key User plays a key role in driving application utilization improvements, supporting communication with the end-user community, and serving as the first point of contact for troubleshooting and resolving end-user issues within their area of expertise.

How you'll help the formula:

• Verifies the accuracy of the customer’s orders and communicates any corrections deemed necessary to ensure all orders are accepted and entered correctly
• Manages EDI data for customer releases to include correction of errors
• Answers customer inquiries relating to order status, shipping/delivery dates, pro number and carrier
• Proactively communicates with internal and external personnel
• Refers customers to the proper technical resource within the Industrial Market group for inquiries or concerns
• Ensures all purchase order pricing aligns with loaded pricing and communicates any discrepancies to the appropriate salesperson and customer for resolution
• Uses CRM system to enter customer data, request data and information as needed
• Participates in and schedules individual and team training/meetings to ensure knowledge is up to date
• Maintains confidentiality of the organization’s customers and data
• Monitors 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 works and communicates 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
• Performs other related duties as required

Key elements for your role:

• Associates degree or at least 4 years of prior customer service experience
• Prior automotive customer service experience; preferred
• Previous SAP experience
• Novice or better PC skills including word processing and spreadsheet capabilities
• Prior experience with a customer data management system
• Ability to communicate verbally and in written form
• Excellent phone skills and ability to work in a fast-paced environment