About this role
Lead and optimize the Service Center operations, ensuring an efficient order-to-delivery cycle, high customer satisfaction, and alignment with commercial objectives. The role drives operational excellence, supports active sales execution, and leverages data to identify opportunities for growth and process improvement.
Key Responsibilities
1. Team Leadership & Development
Lead, coach, and develop the Service Center team to achieve performance and service goalsIdentify capability gaps and implement upskilling initiativesOversee staffing, training, and performance management processes 2. Service Center Operations
Plan, direct, and monitor end-to-end order management activities (Contilink, phone, manual entry)Ensure accuracy, efficiency, and compliance in operational processesAct as escalation point for complex or high-impact issuesBuild and maintain strong relationships with customers and stakeholdersManage escalations and ensure timely resolution of service issuesDrive customer satisfaction through proactive communication and service excellence3. Sales & Commercial Support
Coordinate and execute active sales initiatives with Sales and MarketingSupport demand fulfillment by optimizing availability and service levelsAlign actions with channel needs and commercial targets 4. Performance Tracking & Reporting
Monitor and report key KPIs (Fill rate, BKO, TOC, Active Sales, Customer Recovery)Track forecast vs. sales and channel performanceProvide insights to stakeholders through dashboards and reports (Power BI/SAP) Work closely with Logistics, Demand Planning, Sales, Marketing, Pricing, and CreditEnsure SLA compliance and alignment across all sales channelsStrengthen internal processes and communication flows 5. Continuous Improvement & Projects
Lead process improvement initiatives and Service Center projectsIdentify operational inefficiencies and implement solutionsSupport system enhancements and data governance activities (SAP) Bachelor’s degree in Business, Engineering, or related field.At least 2-3 years proven leadership experience managing teams and operational processesSolid experience in Customer Service and/or Account Management desirableExperience in sales support or commercial operations (desirable)Project management experience (continuous improvement initiatives preferred)English Level: Intermediate- AdvancedTechnical Skills
Strong knowledge of SAP (SD module preferred)Experience with reporting and analytics tools (Power BI or similar) desirableData analysis and KPI tracking capabilitiesUnderstanding of order-to-cash / order-to-delivery processes. Continental we are committed to building an inclusive and discrimination-free ecosystem in Mexico, these principles are rooted in our corporate philosophy and culture. Therefore, it is totally forbidden to request a pregnancy or HIV test as part of our selection processes. #LI-AT1At
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