Industrial Customer Service Lead | SAP & KPI Champion

Continental Industry; Fairlawn (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Continental is seeking a Customer Service Manager to oversee day-to-day operations, ensure accurate order processing, and lead a global customer service team. You will balance workloads, resolve complex issues, and drive process improvements across SAP-based workflows.

The role requires a 2+ year industrial customer service background with leadership experience, ERP proficiency, and knowledge of conveyor belting products.

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

Escalation management

Process improvement

Cross-functional collaboration

Education

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

Tools

SAP

Microsoft Excel

Job description

Continental is seeking a Customer Service Manager to oversee day-to-day operations, ensure accurate order processing, and lead a global customer service team. You will balance workloads, resolve complex issues, and drive process improvements across SAP-based workflows.

The role requires a 2+ year industrial customer service background with leadership experience, ERP proficiency, and knowledge of conveyor belting products.