Cluster Customer Service Manager
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Job Summary
We are looking for an experienced and people-focused Cluster Customer Service Manager to lead our customer service operations across multiple sites in Hungary. This role plays a key part in ensuring excellent customer experience supporting commercial activities and driving operational efficiency.
Key Responsibilities
- Lead and develop the customer service teams across the Hungarian cluster ensuring efficient day-to-day operations
- Monitor and continuously improve customer service processes and performance (including KPIs such as OTIF customer satisfaction and receivables)
- Collaborate closely with Sales Operations Quality and Finance to ensure seamless service delivery
- Oversee order management processes and optimize order book handling to support production efficiency
- Ensure accurate and compliant invoicing processes and documentation management
- Track and improve customer satisfaction at cluster level and initiate corrective actions where needed
- Manage inventory strategies monitor stock levels and support working capital targets
- Support internal and external financial audits and month-end closing activities
- Drive continuous improvement initiatives and proactively solve operational challenges
Quality Compliance & Governance
- Act as process owner for relevant management systems and support their continuous development
- Promote customer requirement awareness and ensure compliance with BRCGS and related standards
- Participate in risk assessments and support corrective and preventive actions related to customer complaints
Your Profile
- University degree preferably in a relevant field
- Proven leadership experience in customer service sales or a related function
- Strong process mindset and systems knowledge
- Excellent communication and problem-solving skills
- Strategic thinking with a commercial and cost-conscious approach
- Good understanding of customer service models and operational processes
- Ability to work proactively and make independent decisions
- Fluent English and native-level Hungarian (both written and spoken)
- Experience in manufacturing or packaging industry is an advantage
What We Offer
- A key leadership role with responsibility across multiple sites
- Opportunity to shape and improve customer service operations at cluster level
- Home-office opportunity
If you are a proactive leader with a passion for customer excellence and operational performance we would be happy to hear from you.
#LI-DM
Required Experience:
Manager
About Company
DS Smith is an international packaging company, offering sustainable, plastic-free packaging, integrated recycling services, and sustainable paper products.
