Company DescriptionContinental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2022, Continental generated sales of €39.4 billion and currently employs around 200,000 people in 57 countries and markets.

Job DescriptionLead 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 goals
- Identify capability gaps and implement upskilling initiatives
- Oversee 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 processes
- Act as escalation point for complex or high-impact issues
- Build and maintain strong relationships with customers and stakeholders
- Manage escalations and ensure timely resolution of service issues
- Drive customer satisfaction through proactive communication and service excellence

3. Sales & Commercial Support
- Coordinate and execute active sales initiatives with Sales and Marketing
- Support demand fulfillment by optimizing availability and service levels
- Align 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 performance
- Provide insights to stakeholders through dashboards and report

📌 Service Center Team Lead (México)
🏢 Continental
📍 México