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Export/Import Customer Service Supervisor

2 months ago

Akron, Ohio, United States Continental Full time
Job Description

**About Continental**

Continental is a leading technology company that develops innovative solutions for sustainable and connected mobility. With a rich history dating back to 1871, we have established ourselves as a trusted partner for industries around the world.

**Job Summary**

We are seeking a highly skilled and experienced professional to join our team as a Global Logistics Coordinator. In this role, you will be responsible for managing the day-to-day operational import/export activities for ContiTech USA and ContiTech Canada. This includes managing a team of Customer Service Representatives, coordinating with corporate purchasing and supply chain, and ensuring compliance with US/Canadian laws.

**Key Responsibilities**

  • Manage a team of Customer Service Representatives to ensure seamless import/export operations
  • Coordinate with corporate purchasing and supply chain to identify best suppliers for ocean and air-based logistics
  • Develop and maintain Standard Operating Procedures (SOPs) with suppliers and update ERP systems accordingly
  • Monitor processes to ensure SOPs are followed internally and externally
  • Actively engage with Accounts Payable to ensure timely resolution of payment issues
  • Participate in quarterly business reviews with preferred freight forwarders to review established KPIs and ensure SOPs are maintained
  • Manage workflow, handle escalations, and delegate workload across leadership teams
  • Develop reports to measure, monitor, and identify opportunities for improvement in customer service and business support processes
  • Identify insufficiencies in work instructions and procedures and work with business leaders to develop and enforce policies
  • Perform high-level transactions to complete processes that CSRs are not authorized to perform
  • Provide performance feedback and coaching to direct reports
  • Work in conjunction with global customer service teams and business functions to solve customer service issues
  • Establish and maintain positive relationships with Sales, Marketing, plant, and shipping personnel
  • Define and set challenging and realistic KPIs and SLAs aligned to the organization's strategies and objectives

**Requirements**

  • Bachelor's degree in a related field or equivalent work experience
  • 5 years of experience in customer service and supervisory roles
  • Proficiency in MS Office packages, especially Excel and PowerPoint
  • Excellent communication skills, both oral and written
  • Ability to stay focused and motivated in a fast-paced environment
  • Commitment to employee development and exceptional level of dedication and motivation

**What We Offer**

  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment
  • Recognition and rewards for outstanding performance