Customer Service Representative - Manufacturing & Supply Chain Operations

Continental Group Sector ContiTech•Fairlawn, OH

1d•$50,000 - $55,000•Onsite

About The Position

ContiTech is seeking a motivated Customer Service Representative to join their team. This role is crucial for ensuring customers receive exceptional service while supporting the efficient flow of products through the manufacturing and distribution network. The position serves as a key connection between customers, manufacturing facilities, logistics teams, supply chain operations, and sales organizations. The ideal candidate thrives in a fast-paced environment, enjoys collaborating across teams, and takes ownership of customer issues from start to finish. 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.

Requirements

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.
Will not sponsor individuals for employment visas now or in the future for this job posting.

Nice To Haves

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

Responsibilities

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.
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.
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.
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.