Head of Customer Service - Americas

ContiTech; Fairlawn (OH); On-site; USD 150,000 - 190,000; Full time

Job summary

Continental ContiTech seeks a senior Customer Service leader to oversee CS operations across the Americas, encompassing industrial products, aftermarket, and engineered solutions. You will drive service excellence, efficiency, and cross-functional collaboration with finance, operations, and sales teams.

The role requires a proven track record in leadership, change management, and delivering data-driven improvements to customer experiences.

Qualifications

• Bachelors degree in business administration, supply chain, operations, or related field.
• 10+ years of leadership overseeing customer service operations across the Americas.
• Strong customer experience in management, process improvement, and change management.
• Proven ability to lead cross-functional initiatives and build partnerships across all levels.

Responsibilities

• Lead Customer Service operations across the Americas for Industrial Products.
• Drive service quality, productivity, accuracy, and customer experience.
• Develop and coach teams of CS Representatives and Leaders.
• Identify and resolve complex service issues and trends to minimize disruption.
• Establish performance objectives aligned with goals and customer expectations.

Skills

Leadership

Cross-functional

Customer service

ERP systems

Excel

PowerPoint

Data analysis

Communication

Change management

Education

Bachelor7s degree in Business Administration / related field

Tools

Excel

PowerPoint

ERP systems

Job description

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 supporting ContiTech'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.

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.