Company Description Continental 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 Description 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 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 reports (Power BI/SAP)
Work closely with Logistics, Demand Planning, Sales, Marketing, Pricing, and Credit
Ensure SLA compliance and alignment across all sales channels
Strengthen internal processes and communication flows
5. Continuous Improvement & Projects
Lead process improvement initiatives and Service Center projects
Identify operational inefficiencies and implement solutions
Support system enhancements and data governance activities (SAP)

Qualifications Bachelor’s degree in Business, Engineering, or related field.
At least 2-3 years proven leadership experience managing teams and operational processes
Solid experience in Customer Service and/or Account Management desirable
Experience in sales support or commercial operations (desirable)
Project management experience (continuous improvement initiatives preferred)
English Level: Intermediate- Advanced
Technical Skills
Strong knowledge of SAP (SD module preferred)
Experience with reporting and analytics tools (Power BI or similar) desirable
Data analysis and KPI tracking capabilities
Understanding of order-to-cash / order-to-delivery processes.

Additional Information 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
Ready to drive with Continental? Take the first step and fill in the online application.

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