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!
The Customer Care Specialist – Local Key User serves as the primary point of contact for tesa customers across multiple market segments. This role manages customer orders received through E-mail, EDI, 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. This position is also designated as a “critical position” during emergencies and weather-related events.
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%
- Spanish speaking; preferred
Posted on: 6/2/26
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