Customer Service Representative - Manufacturing & Supply Chain Operations

About the Role

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. Location: Fairlawn, OH or Lincoln, NE or Halstead, KS.

Responsibilities

• Customer Support & Relationship Management: 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.
• Order & Case Management: 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.
• Supply Chain & Manufacturing Coordination: 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.
• Continuous Improvement: 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.

Qualifications

• 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. We will not sponsor individuals for employment visas now or in the future for this job posting.
• No relocation provided for this role

Additional Ways To Stand Out

• 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