Customer Care Specialist

tesa; Grand Rapids (MI); On-site; USD 48,000 - 64,000; Full time

Job summary

tesa is seeking a Customer Care Specialist – Local Key User in Grand Rapids, MI. The role begins at 6:30am with EDI order review, coordination with the warehouse, and monitoring customer portals throughout the day.

The position is a critical role during emergencies and requires strong customer service and SAP experience. You will manage orders via email and client systems, handle inquiries on status, deliveries, invoices, and deductions, and drive improvements in application utilization while

Qualifications

• 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.
• Some travel may be required; up to 10%.

Responsibilities

• Review EDI orders for automotive customers and coordinate with warehouse teams.
• Manage customer orders received by email and customer portals; provide status updates.
• Troubleshoot and resolve end-user issues within the Local Key User area.
• Drive application utilization improvements and communicate with end users.
• Enter and retrieve customer data using CRM systems; support training sessions.
• Monitor portals, ensure accurate pricing and communicate discrepancies.
• Act as first point of contact for IT demands and business rules definitions.
• Attend IT and user-training meetings; maintain confidentiality of customer data.
• Travel up to 10% as required.

Skills

Phone skills

Verbal & written communication

Education

Associates degree

4+ years customer service experience

Tools

SAP

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 ourwarehouse 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
• Some travel may be required; up to 10%