Head of Customer Service - Americas

Continental Group Sector ContiTech•Fairlawn, OH

About The Position

The Head of Customer Service is responsible for Customer Service operations across the Americas supporting ContiTech's Industrial Products. The role drives customer experience excellence, operational efficiency, organizational development, and cross-functional collaboration in industrial manufacturing, engineered products, and aftermarket environments. It leads and develops Customer Service Representatives and Customer Service Leaders, oversees service operations and performance, and partners across the organization to improve customer support and business outcomes.

Requirements

Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or a related field.
10+ years of leadership experience overseeing customer service operations across multiple countries, including North America, South America, Mexico, and Canada.
Experience in customer experience management, operational excellence, process improvement, organizational development, and change management.
Proven ability to lead cross-functional initiatives and build collaborative partnerships across all levels of an organization.
Strong proficiency with Microsoft Office applications, including Excel and PowerPoint, as well as customer service and ERP systems.
Analytical and problem-solving skills to identify performance gaps, implement corrective actions, and drive sustainable operational improvements.
Ability to define service standards, operational objectives, and performance measures aligned with organizational strategies and customer expectations.
Exceptional communication, coaching, leadership, and stakeholder management skills.
Commitment to employee development, talent retention, and leadership succession planning.
Legal authorization to work in the U.S.; employment visa sponsorship is not available now or in the future.

Responsibilities

Manage Customer Service operations across the Americas supporting ContiTech's Industrial Products.
Drive operational excellence in service quality, productivity, accuracy, and customer experience.
Lead and develop Customer Service Representatives and Customer Service Leaders.
Identify and resolve complex customer service issues and proactively address emerging service trends to minimize business disruption and improve customer satisfaction.
Establish performance objectives aligned with organizational goals and customer expectations, and ensure consistent execution and service delivery.
Oversee workflow management, escalation resolution, workload prioritization, and resource allocation.
Manage customer service reporting and analytics tools to monitor performance, identify process improvements, and support data-driven decisions.
Partner with leadership teams to evaluate operational trends, implement corrective actions, and improve customer service and business support processes.
Collaborate with Finance and Operations on transaction accuracy, shipment reconciliation, and timely order processing.
Build strong relationships with Sales, Marketing, Manufacturing, Logistics, Supply Chain, Finance, and Operations to improve collaboration and business outcomes.