• Design, build, QA, and launch personalized experiences using Adobe Target and Marketo Engage to support campaign execution across digital touchpoints. • Analyze user behavior, audience segments, and performance data to uncover actionable insights that inform personalization strategies across digital channels (Email, Web, Chat). • Translate data driven insights into recommendations that improve how personalized experiences are delivered to key audience segments. • Monitor and evaluate performance of personalization initiatives, continuously refining experiences based on data-driven learnings. • Manage multiple personalization initiatives simultaneously, ensuring timely delivery in a fast-paced environment. • Partner with cross-functional teams and external vendors to ensure accurate measurement, reporting, and alignment with business goals.

• Execute targeted strategies to drive opportunities for new business growth in the construction and agriculture industries • Interact with all customers (internal and external) to build positive working relationships • Accurately work within systems, proactively monitor and update customer profiles; promptly enter and verify orders • Own the communication between customers, the sales team and the business units regarding marketplace fulfillment • Collaborate to provide professional written solutions across all sales regions and associated customers • Identify potential problems and take initiative to work within the team to coordinate a solution

• Ensure that each customer contact will be a professional experience to meet the needs of the customer • Provide support on technical questions via phone, video conference or email • Enter & Maintain accurate issue description and detailed updates within our CRM system • Respond timely to customer inquiries, primarily via email and telephone to our expected critical metrics • Focus efforts to meet or exceed defined performance criteria

• Accurately enter orders manually into SAP. • Ensures that electronic orders flow into the system as intended. • Resolve order conflicts (pricing, terms, products) and monitors orders through shipment. • Ensure order fulfillment (stock availability, order status, document requests, etc.) • Correct EDI or Electronic order errors to root-cause • Handle specialized customers and tasks with specific instructions and requirements • Handle simple claims like undershipping, overshipping, customer errors that require straightforward credit/debit or return • Handle more complex claims like annual returns and freight claims • Answer inbound calls for routine inquiries • Make outbound calls for routine inquiries, verification, clarification, etc. • Understand and effectively recommend products and solutions to customers. • Offer alternative products or solutions to meet customers’ needs. • Uses catalogs and software programs to provide recommendations and solutions to unique customer inquiries • Perform SAP transactions to log, check order status, quote price and availability and provide product information to customer • Coordinate with various departments such as pricing, supply chain, master data, etc as needed to completely answer customer inquiries • Function as universal back-up specifically for specialized accounts/tasks. • Resolve complaints and conflicts as they relate to keeping customers satisfied. • Communicate issues to management and work to resolve/settle disputes within company guidelines/policy. • Seek to understand and identify new ways to offer value added services to customers. • Complement and work in tandem with various ContiTech departments to improve customer experience. • Identify process improvement opportunities and lead projects designed to implement the targeted improvements. • Own and maintain of work instruction documents year to year. • Become familiar with the customer service technology infrastructure in order to ensure best practices are used to optimize customer service processes and customer satisfaction.