Dawn-Shift: Customer Care & SAP Local Key User

tesa; Grand Rapids (MI); Hybrid; 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

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