Head of Customer Service - Americas

In this role, you will be responsible for the Customer Service teams across the Americas within industrial manufacturing, engineered products, and aftermarket environments. Driving customer experience excellence, operational efficiency, organizational development, and cross-functional collaboration. HOW YOU WILL MAKE AN IMPACT • Responsible for the Customer Service operations across the Americas supporting ContiTech's Industrial Products. • Drive operational excellence in service quality, productivity, accuracy, and overall customer experience. • Lead and develop teams of Customer Service Representatives and Customer Service Leaders • Identify and resolve complex customer service issues while proactively addressing emerging service trends to minimize business disruption and enhance customer satisfaction. • Establish performance objectives aligned with organizational goals and customer expectations, ensuring consistent execution and service delivery. • Oversee workflow management, escalation resolution, workload prioritization, and resource allocation to ensure efficient and effective customer support operations. • Responsible for customer service reporting and analytics tools to monitor performance, identify business process improvement opportunities, and support data-driven decision-making. • Partner with leadership teams to evaluate operational trends, implement corrective actions, and improve customer service and business support processes. • Collaborate closely with Finance and Operations teams on activities to ensure transaction accuracy, shipment reconciliation, and timely order processing. • Established strong relationships with Sales, Marketing, Manufacturing, Logistics, Supply Chain, Finance, and Operations teams to drive collaboration and improve business outcomes. Qualifications • Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or related field. • 10+ years of leadership experience overseeing customer service operations across multiple countries (North, South America, MX and Canada). • Strong customer experience in 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 the organization. • Strong Microsoft Office applications, including Excel and PowerPoint, as well as customer service and ERP systems. • Utilized analytical and problem-solving skills to identify performance gaps, implement corrective actions, and drive sustainable operational improvements. • Defined service standards, operational objectives, and performance measures aligned with organizational strategies and customer expectations. • Exceptional communication, coaching, leadership, and stakeholder management skills. • Demonstrated commitment to employee development, talent retention, and leadership succession planning. 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.