Head of Customer Service - Americas

Continental Group Sector ContiTech; Fairlawn (OH); On-site; USD 150,000 - 220,000; Full time

Job summary

ContiTech USA, Inc. seeks a senior leader to oversee Customer Service operations across the Americas in industrial products. You will drive exceptional customer experiences, operational efficiency and cross-functional collaboration with Finance, Operations, Sales and Logistics.

The role requires 10+ years in leading customer service operations, a strong track record in change management, and deep expertise with ERP systems. Located in the U.S. and ready to lead a large team.

Qualifications

• Bachelor’s degree in a business or related field and 10+ years leading customer service operations across multiple countries.
• Proven ability to drive customer experience excellence, operational efficiency, and organizational development.
• Strong communication, coaching and stakeholder management across Sales, Finance, Operations and Logistics.
• Experience with ERP systems and data-driven decision making.
• Willingness to work in a fast-paced, cross-functional industrial environment.

Responsibilities

• Oversee Customer Service operations across the Americas for ContiTech Industrial Products.
• Drive service quality, productivity, accuracy and overall customer experience.
• Lead and develop teams of Customer Service Representatives and Leaders.
• Identify and resolve complex service issues and address emerging trends.
• Set performance objectives aligned with goals and ensure consistent delivery.
• Manage workflows, escalations, workload, and resource allocation for efficiency.
• Provide reporting and analytics to monitor performance and drive improvements.
• Collaborate with Finance, Operations and Sales to ensure accurate transactions and timely orders.
• Foster cross-functional relationships to improve business outcomes.

Skills

Leadership experience

Cross-functional collaboration

Customer experience management

Stakeholder management

Change management

Education

Bachelor’s degree in Business Administration, Supply Chain Management, Operations Management, or related field

Tools

ERP systems

MS Office (Excel/PowerPoint)

Job description

• Legal Entity: ContiTech USA, Inc. (2006)
• Working Time: Full Time

Company Description

THE COMPANY

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.

Are you ready to shape the future with us?

In this role, you will be responsible for the Customer Service teams across the Americas within industrial manufacturing, engineered products, and aftermarket environments. Driving customer experience excellence, operational efficiency, organizational development, and cross-functional collaboration.

Job Description

HOW YOU WILL MAKE AN IMPACT

Responsible for the Customer Service operations across the Americas supportingContiTech's Industrial Products.

Drive operational excellence in service quality, productivity, accuracy, and overall customer experience.

Lead and develop teams of Customer Service Representatives and Customer Service Leaders

Identify and resolve complex customer service issues while proactively addressing emerging service trends to minimize business disruption and enhance customer satisfaction.

Establish performance objectives aligned with organizational goals and customer expectations, ensuring consistent execution and service delivery.

Oversee workflow management, escalation resolution, workload prioritization, and resource allocation to ensure efficient and effective customer support operations.

Responsible for customer service reporting and analytics tools to monitor performance, identify business process improvement opportunities, and support data-driven decision-making.

Partner with leadership teams to evaluate operational trends, implement corrective actions, and improve customer service and business support processes.

Collaborate closely with Finance and Operations teams on activities to ensure transaction accuracy, shipment reconciliation, and timely order processing.

Established strong relationships with Sales, Marketing, Manufacturing, Logistics, Supply Chain, Finance, and Operations teams to drive collaboration and improve business outcomes.

Qualifications

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

10+ years of leadership experience overseeing customer service operations across multiple countries (North, South America, MX and Canada).

Strong customer experience in management, operational excellence, process improvement, organizational development, and change management.

Proven ability to lead cross-functional initiatives and build collaborative partnerships across all levels of the organization.

Strong Microsoft Office applications, including Excel and PowerPoint, as well as customer service and ERP systems.

Utilized analytical and problem-solving skills to identify performance gaps, implement corrective actions, and drive sustainable operational improvements.

Defined service standards, operational objectives, and performance measures aligned with organizational strategies and customer expectations.

Exceptional communication, coaching, leadership, and stakeholder management skills.

Demonstrated commitment to employee development, talent retention, and leadership succession planning.

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.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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