B2B Customer Ops Specialist - Manufacturing & Supply Chain

Continental Industry; Fairlawn (OH); Presencial; USD 42.000 - 64.000; Jornada completa

Descripción de la vacante

ContiTech is seeking a Customer Service Representative to act as the primary contact for inquiries, orders, claims, and deliveries across North America. You will collaborate with manufacturing, logistics, and sales to ensure an outstanding customer experience and timely issue resolution.

The role emphasizes coordination, process improvement, and ownership of customer issues from start to finish in a fast-paced environment.

Formación

• High School Diploma or GED.
• 1 year experience in customer service or customer operations.
• Experience in customer service, preferably in a high-volume environment.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications.
• Strong organizational and time-management skills.
• Ability to prioritize and manage multiple tasks simultaneously.
• Strong problem-solving and analytical skills.
• High attention to detail and accuracy.
• Ability to collaborate effectively across departments.
• Understanding of commercial, logistics, shipping, manufacturing, or supply chain processes.

Responsabilidades

• Serve as the primary point of contact for customer inquiries, orders, returns, claims, refunds, and delivery requests.
• Build strong relationships with customers by providing timely, accurate, and professional service.
• Communicate proactively regarding order status, shipment updates, delays, and product availability.
• Resolve customer concerns while maintaining a positive customer experience.
• Manage inbound phone calls, emails, and customer communications through CRM, telephony, and document management systems.
• Create, update, and maintain customer cases and records within company systems.
• Process customer orders accurately while ensuring compliance with established procedures.
• Coordinate order changes, delivery requests, and escalation activities as needed.
• Work closely with manufacturing plants, logistics teams, planners, and sales representatives to support customer requirements.
• Assist in expediting production and shipments to meet customer deadlines.
• Investigate order delays and identify solutions that balance customer needs with operational capabilities.
• Develop an understanding of ContiTech's manufacturing processes, product portfolio, and plant network.
• Identify opportunities to improve customer satisfaction and operational efficiency.
• Collaborate with cross-functional teams to enhance processes and service levels.

Conocimientos

Customer service experience

Strong communication skills

Organizational & time-management

Prioritize & multitask

Problem-solving & analytics

Collaborate across departments

Understanding of logistics & supply

CRM systems knowledge

MS Office proficiency

Bilingual English & French (a plus)

Salesforce / SAP experience (a plus)

Educación

High School Diploma or GED

Bachelor’s Degree preferred

Herramientas

Salesforce

SAP

Microsoft Office

Descripción del empleo

ContiTech is seeking a Customer Service Representative to act as the primary contact for inquiries, orders, claims, and deliveries across North America. You will collaborate with manufacturing, logistics, and sales to ensure an outstanding customer experience and timely issue resolution.

The role emphasizes coordination, process improvement, and ownership of customer issues from start to finish in a fast-paced environment.