Customer Service Representative - Manufacturing & Supply Chain Operations

Continental Group Sector ContiTech•Fairlawn, OH

3d•$50,000 - $55,000

About The Position

ContiTech is seeking a Customer Service Representative to support industrial and manufacturing customers across North America. This business-to-business customer operations role serves as the primary point of contact for customer inquiries, orders, claims, and deliveries, helping deliver a strong customer experience while coordinating with internal teams across manufacturing, logistics, supply chain, and sales. The representative manages customer relationships, order processing, logistics coordination, and issue resolution. The role involves handling customer communications and records through company systems, processing orders, coordinating with manufacturing plants and logistics teams, helping expedite production and shipments, and identifying ways to improve customer satisfaction and operational efficiency. The position is located in Fairlawn, Ohio; Lincoln, Nebraska; or Halstead, Kansas. No relocation is provided.

Requirements

High school diploma or GED.
At least 1 year of experience in customer service or customer operations.
Customer service experience, 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.; employment visa sponsorship is not available now or in the future.

Nice To Haves

2 or more years of experience in customer service or customer operations.
Bachelor's degree.
Experience with SAP, Salesforce, or another ERP/CRM system.
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 proficiency in English and French.

Responsibilities

Serve as the primary contact for customer inquiries, orders, returns, claims, refunds, and delivery requests.
Build customer relationships through timely, accurate, and professional service.
Proactively communicate order status, shipment updates, delays, and product availability.
Resolve customer concerns while maintaining a positive customer experience.
Manage inbound calls, emails, and other customer communications through CRM, telephony, and document management systems.
Create, update, and maintain customer cases and records in company systems.
Process customer orders accurately and in accordance with established procedures.
Coordinate order changes, delivery requests, and escalations.
Work 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.