Customer Service Lead - Conveying Solutions

Continental Group Sector ContiTech; Fairlawn (OH); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Referral bonus

Job summary

Continental in the United States is seeking a Customer Service Lead for Conveying Solutions. The role oversees day-to-day customer service operations, balancing workloads, and ensuring timely order processing while coordinating with global teams.

The ideal candidate has a Bachelor’s degree and 2+ years of industrial customer service experience with leadership, plus strong SAP ERP and Excel skills. US work authorization is required, relocation is not provided, and a referral bonus applies.

Qualifications

• Bachelor’s degree in business, Supply Chain, Operations Management, or related field.
• 2+ years of customer service in an industrial environment with order management, supply chain, or related (operational) and leadership experience.
• Proficiency in ERP systems (preferably SAP) and Microsoft Excel.
• Demonstrated ability to manage escalations and lead teams in a fast-paced, customer-focused environment.
• Maintain knowledge of Conveyor Belting, Customer Engineered Solutions, and Industrial Distributor products, applications, manufacturing processes, and supply chain constraints.

Responsibilities

• Manage day-to-day customer service operations, workflow distribution, and workload balancing to meet customer commitments and business objectives.
• Identify and resolve complex customer service issues while serving as the primary escalation point for critical customer concerns and service failures.
• Ensure timely and accurate processing of orders, inquiries, complaints, returns, and customer requests.
• Analyze customer service processes and implement actions that improve efficiency and reduce non-value-added activities.
• Define, establish, and monitor KPIs and SLAs aligned with business objectives.
• Analyze performance trends and metrics to identify improvement opportunities; communicate results and corrective actions to management and stakeholders.
• Perform high-level SAP and ERP transactions including credit releases, intercompany returns, and invoice corrections.
• Support month-end close activities and monitor open orders, backlogs, and customer commitments to ensure service expectations are met.

Skills

Customer service leadership

SAP ERP

Microsoft Excel

Escalation management

Education

Bachelor's degree in business, Supply Chain, Operations Management, or related field

Tools

SAP ERP

Microsoft Excel

Job description

Customer Service Lead - Conveying Solutions

• Full-time
• Referral Bonus : Yes
• Legal Entity: ContiTech USA, Inc. (2006)
• Working Time: Full Time
• Compensation: USD 65,000 - USD 80,000 - yearly

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent, and affordable solutions for vehicles, machines, traffic, and transportation. In 2023, Continental generated sales of €41.4 billion and currently employs around 200,000 people in 56 countries and markets.

ContiTech is one of the world’s leading industry specialists. The Continental group sector offers its customers connected, environment-friendly, safe and convenient industry and service solutions using a range of materials for off-highway applications, on rails and roads, in the air, under and above the ground, in industrial environments, for the food sector and the furniture industry. With about 42,000 employees in more than 40 countries and sales of some 6.8 billion euros (2023), the global industrial partner is active with core branches in Asia, Europe and North and South America.

Are you ready to shape the future with us?

HOW YOU WILL MAKE AN IMPACT

Manage day-to-day customer service operations, workflow distribution, and workload balancing to meet customer commitments and business objectives.

Identify and resolve complex customer service issues while serving as the primary escalation point for critical customer concerns and service failures.

Ensure timely and accurate processing of orders, inquiries, complaints, returns, and customer requests.

Analyze customer service processes and implement actions that improve efficiency and reduce non-value-added activities.

Define, establish, and monitor key performance indicators (KPIs) and service level agreements (SLAs) aligned with business objectives.

Analyze performance trends and metrics to identify improvement opportunities; communicate results and corrective actions to management and stakeholders.

Perform high-level SAP and ERP transactions including credit releases, intercompany returns, and invoice corrections.

Support month-end close activities and monitor open orders, backlogs, and customer commitments to ensure service expectations are met.

Work with global customer service teams to identify and implement best practices while building strong working relationships across the organization.

Lead, coach, mentor, and develop a team of Customer Service Representatives; provide regular performance feedback, conduct reviews, and establish individual development plans.

WHAT YOU BRING TO THE ROLE

Bachelor’s degree in business, Supply Chain, Operations Management, or related field.

2+ years of customer service in an industrial environment with order management, supply chain,or related (operational) andleadership experience

Proficiency in ERP systems (preferably SAP) and Microsoft Excel.

Demonstrated ability to manage escalations and lead teams in a fast-paced, customer-focused environment.

Maintain knowledge of Conveyor Belting, Customer Engineered Solutions, and Industrial Distributor products, applications, manufacturing processes, and supply chain constraints.

Stay informed regarding industry trends, customer expectations, and competitive service practices to support customer requirements and expedite issue resolution.

LEGAL AUTHORIZATION AND OTHER NOTES

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future for this job posting.

No Relocation provided for this role

ADDITIONAL WAYS TO STAND OUT

5+ years of customer service in an industrial environment with order management, supply chain,or related (operational) and 2-3 years of leadership/supervisor experience

Experience in industrial products, conveyor belting, manufacturing, or industrial distribution markets.

Experience leading performance management programs, KPIs, and continuous improvement initiatives.

Maintain extensive knowledge of Conveyor Belting, Customer Engineered Solutions, and Industrial Distributor products, applications, manufacturing processes, and supply chain constraints.

Stay informed regarding industry trends, customer expectations, and competitive service practices to support customer requirements and expedite issue resolution.

EEO AND INCLUSION STATEMENT

EEO / AA / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to [e-mail] or contact US Recruiting at 248.393.5566. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.

EEO-Statement:

EEO / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities for qualified individuals with a disability and protected veterans, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to [e-mail] or contact US Recruiting at 800-821-2727. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.