Global Customer Service Lead (SAP ERP, Coaching)

Continental Industry; Fairlawn (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

Continental is seeking a Customer Service Manager in the United States to lead day-to-day operations, own KPIs, and act as the primary escalation contact for critical issues. You will manage order processing, SLA adherence, and cross-functional collaboration to ensure exceptional customer service in an industrial setting.

The role requires a Bachelor’s degree in business or related field, 2+ years in industrial customer service, SAP and Excel proficiency, and strong leadership capabilities.

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 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.

Skills

Customer service

Leadership

Problem solving

Communication

Education

Bachelor’s degree in business / supply chain / operations management

Tools

SAP

Microsoft Excel

Job description

Continental is seeking a Customer Service Manager in the United States to lead day-to-day operations, own KPIs, and act as the primary escalation contact for critical issues. You will manage order processing, SLA adherence, and cross-functional collaboration to ensure exceptional customer service in an industrial setting.

The role requires a Bachelor’s degree in business or related field, 2+ years in industrial customer service, SAP and Excel proficiency, and strong leadership capabilities.