Customer Care Associate – Automotive

Charlotte, NC

Location:  United States, Charlotte, NC

Level:  Professionals

Function:  Administration

Job Summary

The Customer Care Associate – Automotive is the regular contact for the automotive business proactively communicating with both internal and external customers including but not limited to: various Market Managers, Sales Personnel, Product Managers, Program Managers, Materials Management, Finance and Warehouse. This position is also on call 24/7 to support customer monitor customer portals/enter information and support customer emergencies. This is a non-supervisory position.


Verifies the accuracy of the customer’s orders and makes and communicates any corrections deemed necessary to ensure all orders are accepted and entered correctly

OEM orders are processed starting at 7am and must be to the warehouse by 8am.

Answers customer inquiries relating to order status, shipping/delivery dates, pro number, carrier and any additional questions that may arise. Refers customers to the proper technical resource within the automotive group for customer inquiries or concerns

Uses CRM and other tesa portal systems to enter customer data, request data and provide information as needed

Participates in individual and team trainings and meetings to ensure knowledge is up-to-date

Is the 24-hour main contact for assigned account(s), and acts as backup and rotation basis. Must monitor customer portal over the weekend for critical information and possible expedites.

Utilizes all automotive customer systems / portals for customer requirements adherence and fulfilment.

  • When required, act as customer portal administrator, monitor customer QC and complaint portals.
  • Retrieve Customer Scorecards from customer portals, monitor and proactively suggest enhancements and changes that will positively affect the service level that the customer is receiving in addition to implementing improvements for compliance with customer requirements

Maintains confidentiality of the organization’s customers and data

Travel for training in customer portal systems and processes

Effectively works and communicates in a multi-cultural environment seeking assistance as needed


  • Associates degree and/or at least 4 years customer service experience preferably in a call-center environment desired
  • Prior automotive customer service a plus
  • Excellent CRT skills: AS400, SAP, CRM, customer portal material management systems and EDI preferred
  • Excellent PC skills to include word processing and spreadsheet capabilities
  • Strong communication skills, both verbal and written
  • Spanish speaking a plus
  • Demonstrated ability to work in a fast paced environment
  • Willing and able to work non-standard, occasionally fluctuating hours, take after hour calls (24-hours), and provide backup as needed
  • Willing and able to travel up to 10%

Application Submission Information:

tesa tape Inc. is an Equal Employment Opportunity and Affirmative Action Employer, EEO/AA/m/f/vets/disabled

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