Head Of Customer Service S.korea & Japan

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2021, Continental generated sales of 33.8 billion and currently employs more than 190,000 people in 58 countries and markets. On October 8, 2021, the company celebrated its 150th anniversary. 

The ContiTech group sector develops and manufactures, for example, cross-material, environmentally friendly and intelligent products and systems for the automotive industry, railway engineering, mining, agriculture and other key industries. Guided by the vision of "smart and sustainable solutions beyond rubber," the group sector draws on its long-standing knowledge of the industry and materials to open up new business opportunities by combining various materials with electronic components and individual services. 

Your tasks

Lead the team to provide customer-centric Customer Service for both Customer Engineered Solutions and Distribution segments in ISL BA APAC.  Taking the action to support customers throughout their journey from pre-sales to after-sales and support customers with the interaction with product or service in alignment with all relevant functions within and across BAs. Keep continuous customer satisfaction improvement and add value to ensure profitable growth (organic and inorganic) in line with the segment and BA strategy.

You ensure

Customer Order Management

1. Make an efficient & reliable customer order confirmation & the "on-time & in-full" (OTIF) order execution as agreed with the customer
2. Make the regular & transparent order book reporting and the ongoing analysis of the relevant KPIs and if applicable the initiation of improvement measures      
3. Keep the accurate order data maintenance in the SAP systems (incl. EDIs, Schedule Agreements ...) and the proper documentation
4. Organize the timely resolution of "incidents" that might appear during the order placement & execution, to the full satisfaction of the customers, while considering company's interests

Customer Communication

1. Answers all order-to-cash related questions from customers (pricing, rebates, requirements in customer web portals, etc. ) and ensure the "interface" to all relevant internal function
2. Handle exceptions and commercial claims 
3. Commit to continuously improving Customer Service delivery and customer experience through product, service, or process improvements based on customer feedback

System Maintenance

1. Customer master data management
2. Administration of contracts and agreements with customers
3. Administration of rebates, commissions and special commercial terms

1. Minimum Bachelor degree, in SCM, Business, Economics or Operations
2. At least 7 years professional experience in sales administration, Customer Service, service center management or commercial management
3. Project management experience in an international/global context
4. Leading responsibility experience min. 3 years
5. Strong analytical skills through applying systems, power BI to problem-solving
6. Have customer-centric mindset and practice a pro-active, efficient & transparent communication
7. Influence & relationship building skills needed

Working location : Seoul or Yangsan

Ready to drive with Continental? Take the first step and fill in the online application.