Customer Service Representative - Manufacturing & Supply Chain Operations

Continental Group Sector ContiTech•Fairlawn, OH

3d•$50,000 - $55,000

About The Position

This is a business-to-business (B2B) customer operations position supporting industrial and manufacturing customers across North America. The Customer Service Representative is the primary point of contact for customer inquiries, orders, claims, and deliveries, coordinating with internal stakeholders to provide an outstanding customer experience and meet customer expectations. The role connects customers with manufacturing facilities, logistics teams, supply chain operations, planners, and sales organizations. The position is based in Fairlawn, Ohio; Lincoln, Nebraska; or Halstead, Kansas. The successful candidate will manage customer relationships, order processing, logistics coordination, and issue resolution while working in a fast-paced environment. The role also supports continuous improvement in customer satisfaction and operational efficiency.

Requirements

High school diploma or GED.
At least 1 year of experience in customer service or customer operations.
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 United States; 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.
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 English and French.

Responsibilities

Serve as the primary point of contact for customer inquiries, orders, returns, claims, refunds, and delivery requests.
Build customer relationships by providing 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 phone calls, emails, and 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 with 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.