Customer Experience Lead – Manufacturing & Supply Chain

Continental Industry; Fairlawn (OH); On-site; USD 42,000 - 65,000; Full time

Job summary

Continental Industry in the United States seeks a Customer Operations professional to support industrial customers across North America. You will serve as the primary contact for inquiries, orders, claims, and deliveries, coordinating with manufacturing, logistics, and sales to ensure an exceptional customer experience.

The role emphasizes ownership of customer issues from start to finish, working in a fast-paced environment and across multiple internal teams to meet customer expectations.

Qualifications

• 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 work independently with minimal supervision
• Professional demeanor and customer-focused mindset
• Ability to collaborate effectively across departments
• Understanding of commercial, logistics, shipping, manufacturing, or supply chain processes

Responsibilities

• 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.
• Contribute to a culture focused on customer success and operational excellence.

Skills

Customer service

Communication skills

Microsoft Office

Time management

Education

High School Diploma or GED

Tools

Salesforce

SAP

Job description

Continental Industry in the United States seeks a Customer Operations professional to support industrial customers across North America. You will serve as the primary contact for inquiries, orders, claims, and deliveries, coordinating with manufacturing, logistics, and sales to ensure an exceptional customer experience.

The role emphasizes ownership of customer issues from start to finish, working in a fast-paced environment and across multiple internal teams to meet customer expectations.