Customer Service Lead - Conveying Solutions

Continental Group Sector ContiTech • Fairlawn, OH

3d • $65,000 - $80,000

About The Position

The Customer Service Lead manages day-to-day customer service operations for Conveying Solutions, including workflow distribution and workload balancing, to meet customer commitments and business objectives. The role serves as the primary escalation point for critical customer concerns and service failures, ensures timely and accurate processing of orders and customer requests, and improves processes, efficiency, and service performance. It also performs advanced SAP and ERP transactions, supports month-end close, and monitors open orders, backlogs, and customer commitments. The lead works with global customer service teams to share best practices and leads, coaches, mentors, and develops Customer Service Representatives.

The position requires a bachelor’s degree in a relevant field and at least two years of customer service experience in an industrial environment with operational experience in order management, supply chain, or a related area, along with leadership experience. Proficiency in ERP systems, preferably SAP, and Microsoft Excel is required. Legal authorization to work in the U.S. is required; visa sponsorship and relocation are not provided. This is a full-time position with annual compensation of USD 65,000–80,000.

Requirements

• Bachelor’s degree in business, Supply Chain, Operations Management, or a related field.
• At least 2 years of customer service experience in an industrial environment, with order management, supply chain, or related operational experience 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.
• Legal authorization to work in the United States; the employer will not sponsor employment visas now or in the future.

Nice To Haves

• At least 5 years of customer service experience in an industrial environment with order management, supply chain, or related operational experience, and 2–3 years of leadership or supervisor experience.
• Experience in industrial products, conveyor belting, manufacturing, or industrial distribution markets.
• Experience leading performance management programs, KPIs, and continuous improvement initiatives.
• Extensive knowledge of conveyor belting, customer-engineered solutions, and industrial distributor products, applications, manufacturing processes, and supply chain constraints.
• Knowledge of industry trends, customer expectations, and competitive service practices.

Responsibilities

• Manage daily customer service operations, distribute workflow, and balance workloads to meet customer commitments and business objectives.
• Resolve complex customer service issues and act 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 improvements that increase efficiency and reduce non-value-added activities.
• Define, establish, and monitor KPIs and SLAs aligned with business objectives.
• Analyze performance trends and metrics, identify improvement opportunities, and 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.
• Collaborate with global customer service teams to identify and implement best practices and build strong working relationships across the organization.
• Lead, coach, mentor, and develop Customer Service Representatives; provide performance feedback, conduct reviews, and establish individual development plans.
• Maintain knowledge of conveyor belting, customer-engineered solutions, and industrial distributor products, applications, manufacturing processes, and supply chain constraints.
• Stay informed about industry trends, customer expectations, and competitive service practices to support customer requirements and expedite issue resolution.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager