Export/Import Customer Service Supervisor

THE POSITION

Responsible for North America Customer Service operations responsible for managing the day-to-day operational import/export activities for ContiTech USA and ContiTech Canada for all Business Units. This includes raw materials, hazardous materials, finished goods, plant equipment & MRO items. Manage a team consisting of Customer Service Representatives (CSRs) for Custom Crimp, Printer Blankets and Import/export products.

• Be the initial contact for the purchasing and buying community when they want to establish a new lane and work with our logistics supplier to establish standard operating procedures or vendor master instructions including incoterms and standard shipping instructions. Updating any customer masters and SOP with our forwarding partners.
• Working with corporate purchasing and supply chain to identify the best suppliers for our business when they conduct RFQ for ocean and air based on cost and service. Develop SOP with the supplier and update our ERP system accordingly. Monitor processes to ensure the SOP are followed internally and externally.
• Actively engaged and working with Accounts Payable for all freight forwarding invoice to ensure the timely resolution of payment to avoid account hold issues. Including reviewing invoices and statements for accurate ContiTech billing references.
• Participate in quarterly business reviews with the preferred freight forwarders to review established KPI’s and ensure they are met, and SOP are maintained and adhered to operationally for logistics services.
• Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership teams.
• Work with Customer Service Representatives (CSRs) to identify and resolve training insufficiencies. Responsibilities include identifying training needs, ensuring the development of training materials, and facilitating training within the Customer Service group.
• Develop reports to measure, monitor, and identify opportunities for improvement in customer service and business support processes. Responsibilities include distribution and communication of customer service performance metrics and collaboration with management regarding solutions to issues identified from reports.
• Identify insufficiencies in work instructions and procedures. Work with appropriate business leaders to develop and enforce policies and ensure that they are understood and practiced by the customer service team.
• Perform high-level transactions to complete processes that CSRs aren’t authorized to perform including releasing credits, intercompany returns, and invoice activity. Work closely with team on monthly close activities including deliveries that are shipped but not billed and ensuring that all deliveries are pulled.
• Provide performance feedback and coaching to direct reports. Continually analyze staff performance and conduct mid-year and end of year performance reviews. Identify staff goals and action plans to build individual development plans for the upcoming year.
• Work in conjunction with global customer service teams as well as all pertinent business functions to collectively work to solve customer service issues using relevant data as support.
• Understand and possess knowledge about various Continental products, how they are manufactured, and the applications products can be used for. Understand Continental’s plant structure and processes for the expedient resolution of customer issues.
• Establish and maintain a positive relationship with Sales, Marketing, plant and shipping personnel as well as departmental contacts across the enterprise.
• Define and set challenging and realistic KPIs and SLAs aligned to the organization’s strategies and objectives.
• Facilitate shipment approvals for movement of goods based on the purchasing agreement, instructions, and standardized quotes.
• Challenge and educate the shipment requestor to reduce freight costs whenever it is possible and enforce any esign rules and report on freight variance costs and reasons monthly.
• Facilitate spot quote requests and ensure the timely delivery of those requests for air and ocean moves.
• Screen import/export transactions and provide compliance safeguard. Working closely with compliance to ensure all US/Canadian laws are met and not putting our company at risk.

WHY YOU SHOULD APPLY

• Immediate Benefits
• Paid Time Off
• Tuition & Employee Discounts
• Annual Bonus
• Employer 401(k) Match
• And more benefits that come with working for a global industry leader!

BASIC QUALIFICATIONS

• Bachelors degree and 5 years or experience required or 10 years experience required if no Bachelors degree. 
• Customer service and supervisory experience.
• Proficiency in MS Office packages, especially Excel, and PowerPoint.
• Excellent communication skills, both oral and written.
• Ability to stay focused and keep up with the continuous and fast-paced growth-all while motivating others to meet the daily challenges of an extremely deadline-driven environment.
• Commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation, and intelligence.
• Effective communication skills as well as a strong technical and analytical aptitude are required. They will be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem-solving with an unrelenting passion for excellent customer service.
• Ability to communicate customer-impacting concerns to appropriate process owners in order to achieve resolution. Network across departmental boundaries to increase customer satisfaction and facilitate actions to allow businesses to meet their goals.
• Identify, understand, and correct areas where performance deficiencies exist through coaching and training materials geared toward correcting noted deficiencies.
• Legal authorization to work in the U.S. is required. Continental will offer visa support.
• Continental will offer relocation assistance for internal candidates.

****This position is part of the One ContiTech reorganization.  ContiTech employees will be given preference in the candidate selection.

PREFERRED QUALIFICATIONS

• Bachelor's degree in a related field or equivalent work experience

EEO-Statement:

EEO / AA / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to [email protected] or contact US Recruiting at 248.393.5566. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.

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