Customer Service Lead - Conveying Solutions

Continental Group Sector ContiTech • Fairlawn, OH

2d • $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 accurate and timely handling of orders and customer requests, and improves processes, efficiency, and service performance.

The position establishes and monitors KPIs and SLAs, analyzes performance trends, communicates results and corrective actions, and performs high-level SAP and ERP transactions. It supports month-end close and monitors open orders, backlogs, and commitments. The lead also works with global customer service teams to share best practices and leads, coaches, mentors, and develops Customer Service Representatives.

The role requires a bachelor’s degree and at least two years of customer service experience in an industrial environment with order management, supply chain, or related operations, along with leadership experience. Legal authorization to work in the U.S. is required; visa sponsorship and relocation are not provided. The position is full-time.

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 operations, 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 about industry trends, customer expectations, and competitive service practices to support customer requirements and expedite issue resolution.
• Legal authorization to work in the U.S.; employment visa sponsorship is not available now or in the future.

Nice To Haves

• 5+ years of customer service experience in an industrial environment with order management, supply chain, or related operations, 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 to support customer requirements and expedite issue resolution.

Responsibilities

• Manage day-to-day customer service operations, distribute workflow, and balance workloads to meet customer commitments and business objectives.
• Resolve complex customer service issues and serve 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 to improve 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.
• Work 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.

Benefits

• Referral bonus

What This Job Offers

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