Copy of Customer Service Representative - Manufacturing & Supply Chain Operations

Company Description

ContiTech is one of the world’s leading industry specialists. The Continental group sector offers its customers connected, environment-friendly, safe and convenient industry and service solutions using a range of materials for off-highway applications, on rails and roads, in the air, under and above the ground, in industrial environments, for the food sector and the furniture industry. With about 42,000 employees in more than 40 countries and sales of some 6.8 billion euros (2023), the global industrial partner is active with core branches in Asia, Europe and North and South America.

Are you passionate about helping customers, solving problems, and making an impact across manufacturing and supply chain operations? 

At ContiTech, our Customer Service Representatives play a critical role in ensuring customers receive exceptional service while supporting the efficient flow of products through our manufacturing and distribution network. This position is more than a traditional customer service role. You will serve as a key connection between customers, manufacturing facilities, logistics teams, supply chain operations, and sales organizations. 

We're looking for a motivated professional who thrives in a fast-paced environment, enjoys collaborating across teams, and takes ownership of customer issues from start to finish. 

Job Description

This is a business-to-business (B2B) customer operations position supporting industrial and manufacturing customers across North America. As the primary point of contact for customer inquiries, orders, claims, and deliveries, you'll help ensure an outstanding customer experience while coordinating with multiple internal stakeholders to resolve issues and meet customer expectations. 

Location: Fairlawn, OH or Lincoln, NE or Halstead, KS 

The ideal candidate combines strong customer service skills with operational awareness and can effectively manage customer relationships, order processing, logistics coordination, and issue resolution. 

HOW YOU WILL MAKE AN IMPACT

Customer Support & Relationship Management 

• Serve as the primary point of contact for customer inquiries, orders, returns, claims, refunds, and delivery requests. 

• Build strong relationships with customers by providing timely, accurate, and professional service. 

• Communicate proactively regarding order status, shipment updates, delays, and product availability. 

• Resolve customer concerns while maintaining a positive customer experience. 

Order & Case Management 

• Manage inbound phone calls, emails, and customer communications through CRM, telephony, and document management systems. 

• Create, update, and maintain customer cases and records within company systems. 

• Process customer orders accurately while ensuring compliance with established procedures. 

• Coordinate order changes, delivery requests, and escalation activities as needed. 

Supply Chain & Manufacturing Coordination 

• Work closely with manufacturing plants, logistics teams, planners, and sales representatives to support customer requirements. 

• Assist in expediting production and shipments to meet customer deadlines. 

• Investigate order delays and identify solutions that balance customer needs with operational capabilities. 

• Develop an understanding of ContiTech's manufacturing processes, product portfolio, and plant network. 

Continuous Improvement 

• Identify opportunities to improve customer satisfaction and operational efficiency. 

• Collaborate with cross-functional teams to enhance processes and service levels. 

• Contribute to a culture focused on customer success and operational excellence. 

Qualifications

WHAT YOU BRING TO THE ROLE

• High School Diploma or GED 

• 1 year experience in customer service or customer operations 

• Experience in customer service, preferably in a high-volume environment 

• Strong verbal and written communication skills 

• Proficiency with Microsoft Office applications 

• Strong organizational and time-management skills 

• Ability to prioritize and manage multiple tasks simultaneously 

• Strong problem-solving and analytical skills 

• High attention to detail and accuracy 

• Ability to work independently with minimal supervision 

• Professional demeanor and customer-focused mindset 

• Ability to collaborate effectively across departments 

• Understanding of commercial, logistics, shipping, manufacturing, or supply chain processes 

 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

•  2+ years of experience in customer service or customer operations 

• Bachelor’s Degree preferred 

• SAP, Salesforce or other ERP/CRM experience 

• Manufacturing industry experience 

• Supply chain, logistics, or order management experience 

• Production planning or scheduling experience 

• Inside sales or account support experience 

• Experience supporting B2B customers 

• Bilingual in English & French is a plus 

Additional Information

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 Careers@conti-na.com 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 Careers@conti-na.com 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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