Customer Service Lead - SAP & ERP Ops

ContiTech; Fairlawn (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

ContiTech, part of the Continental group, is seeking a seasoned Customer Service Manager in Ohio to lead day-to-day operations, manage escalations, and ensure timely processing of orders and inquiries. You will drive KPI and SLA alignment, collaborate with global teams, and coach a growing team of representatives in a fast-paced industrial setting.

This role requires a Bachelor’s degree in business or related field, 2+ years in industrial customer service with leadership experience, and strong

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

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.
• 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.

Skills

Customer service leadership

ERP SAP

Excel

Escalation management

Team leadership

Education

Bachelor's degree in business, supply chain or related field

Tools

SAP ERP

Microsoft Excel

Job description

ContiTech, part of the Continental group, is seeking a seasoned Customer Service Manager in Ohio to lead day-to-day operations, manage escalations, and ensure timely processing of orders and inquiries. You will drive KPI and SLA alignment, collaborate with global teams, and coach a growing team of representatives in a fast-paced industrial setting.

This role requires a Bachelor’s degree in business or related field, 2+ years in industrial customer service with leadership experience, and strong