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Import/Export Operations Customer Service Leader

2 months ago

Iowa, Louisiana, United States Continental Full time

Position Overview

The Import/Export Operations Customer Service Leader is accountable for overseeing the customer service functions across North America, specifically managing the daily operational activities related to import and export for various business sectors within Continental.

Key Responsibilities

  • Lead a dedicated team of Customer Service Representatives (CSRs) focused on Custom Crimp, Printer Blankets, and import/export commodities.
  • Serve as the primary liaison for the purchasing community to facilitate the establishment of new logistics lanes, collaborating with logistics partners to develop standard operating procedures and vendor instructions.
  • Work closely with corporate purchasing and supply chain teams to identify optimal suppliers during RFQs for ocean and air transport, ensuring cost-effectiveness and service quality.
  • Engage with Accounts Payable to resolve freight forwarding invoices promptly, ensuring accurate billing references are maintained.
  • Participate in quarterly reviews with freight forwarders to assess KPIs and ensure adherence to established SOPs.
  • Manage workflow and escalations, proactively addressing issues and delegating tasks among leadership teams.
  • Identify training needs within the CSR team, develop training materials, and facilitate training sessions to enhance team performance.
  • Create reports to monitor customer service metrics, identify improvement opportunities, and communicate findings to management.
  • Collaborate with business leaders to refine work instructions and policies, ensuring clarity and compliance among the customer service team.
  • Execute high-level transactions that require authorization beyond CSR capabilities, including credit releases and intercompany returns.
  • Conduct performance evaluations and provide coaching to direct reports, establishing individual development plans for career growth.
  • Collaborate with global customer service teams and relevant business functions to resolve customer service challenges using data-driven insights.
  • Maintain comprehensive knowledge of Continental products and manufacturing processes to effectively address customer inquiries.
  • Foster positive relationships with Sales, Marketing, and operational teams across the organization.
  • Set and monitor challenging KPIs and SLAs aligned with organizational goals.
  • Facilitate shipment approvals in accordance with purchasing agreements and standardized quotes.
  • Advocate for cost-reduction strategies in freight operations and report on variances monthly.
  • Ensure compliance with US and Canadian regulations regarding import/export transactions, working closely with compliance teams.

Why Join Us?

As part of a global industry leader, you will enjoy immediate benefits, including:

  • Paid Time Off
  • Tuition Assistance & Employee Discounts
  • Annual Bonus Opportunities
  • Employer 401(k) Matching
  • And a range of additional benefits

Qualifications

  • Bachelor's degree with a minimum of 5 years of relevant experience, or 10 years of experience without a degree.
  • Proven customer service and supervisory experience.
  • Proficiency in Microsoft Office, particularly Excel and PowerPoint.
  • Exceptional communication skills, both verbal and written.
  • Ability to thrive in a fast-paced, deadline-driven environment while motivating others.
  • Commitment to employee development and a strong focus on performance improvement.
  • Strong analytical and problem-solving skills with a passion for customer service excellence.
  • Legal authorization to work in the U.S. is required.