HOW YOU WILL MAKE AN IMPACT
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 key performance indicators (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.
WHAT YOU BRING TO THE ROLE
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.
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.
No Relocation provided for this role
ADDITIONAL WAYS TO STAND OUT
5+ years of customer service in an industrial environment with order management, supply chain, or related (operational) and 2-3 years of leadership/supervisor experience
Experience in industrial products, conveyor belting, manufacturing, or industrial distribution markets.
Experience leading performance management programs, KPIs, and continuous improvement initiatives.
Maintain extensive 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.
EEO / AA / 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, 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 [email protected] or contact US Recruiting at 248.393.5566. 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.
EEO-Statement:
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 [email protected] 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.
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