Customer Service Manager

The Customer Service Manager leads the customer service function to ensure efficient order management high service levels and a consistent customer experience. The role oversees order-to-delivery coordination manages customer escalations and collaborates closely with commercial and supply chain teams to ensure reliable order execution while driving process improvements and a customer-centric culture across the organization.

Key Responsibilities

Customer Service Leadership

• Lead develop and manage the customer service team to deliver high-quality service and meet defined service level agreements (SLAs).
• Establish a strong customer-centric culture focused on responsiveness accuracy and reliability.
• Develop team capabilities through coaching training and performance management.
• Drive workforce planning capability development and succession planning within the team.
• Ensure customer service practices align with industry standards and best practices while proactively identifying opportunities to enhance processes and service capabilities.

Order Management and Fulfillment

• Oversee the end-to-end order management process from order receipt through delivery and invoicing.
• Ensure accurate and timely order entry confirmation and tracking.
• Coordinate closely with logistics warehouse and planning teams to ensure smooth order fulfillment.
• Manage customer-specific requirements including delivery schedules documentation and regulatory compliance.
• Proactively manage order exceptions shortages and allocation situations to minimize customer impact.

Customer Relationship Management

• Serve as the escalation point for complex customer inquiries complaints and service issues.
• Partner with commercial teams to support key accounts and strategic customers.
• Maintain strong relationships with customers to understand service expectations and continuously improve customer experience.
• Drive proactive communication with customers regarding order status delivery schedules and potential disruptions.

Service Performance and KPIs

• Monitor and manage customer service KPIs but not exhaustive:
  • On-time-in-full OTIF delivery
  • Order accuracy
  • Customer satisfaction
  • Response time
  • CS Productivity

• Analyze service performance trends and identify root causes of service failures.
• Implement corrective actions and continuous improvement initiatives to enhance service performance.

Cross-Functional Collaboration

• Work closely with Commercial Supply Chain Finance and Operations to ensure alignment on customer priorities and commitments.
• Support commercial initiatives by ensuring operational readiness for new customers product launches and market expansions.
• Actively participate in meeting with relevant stakeholders to align customer demand with operational capabilities.
• Facilitate effective communication between internal functions to resolve operational issues impacting customers.

Process Improvement and Systems

• Drive process standardization and improvement initiatives within customer service operations.
• Ensure effective utilization of ERP and CRM systems for order management reporting and customer data management.
• Identify opportunities for automation digitalization and system enhancements to improve service efficiency and accuracy.
• Support implementation of regional or global system upgrades and digital transformation initiatives.

Compliance and Governance

• Ensure compliance with company policies safety standards and regulatory requirements relevant to order processing and chemical distribution documentation.
• Ensure accurate and compliant documentation for all customer service activities maintaining proper records and documentation controls to support audit readiness

Business Continuity and Risk Management

• Support business continuity planning by identifying operational risks implementing mitigation strategies and coordinating stakeholders to maintain customer service operations during disruptions.

Regional Alignment and Strategic Initiatives

• Ensure alignment with regional customer service strategies policies and operating standards while supporting regional service improvement initiatives transformation programs and operational projects.
• Provide country-level insights and performance to regional leadership.

Financial and Operational Impact

• Support working capital management by ensuring timely invoicing order accuracy and dispute resolution.
• Collaborate with relevant stakeholders to minimize order-to-cash cycle delays and address service-related cost drivers through initiatives that improve operational efficiency.

Additional Responsibilities

• Perform other duties as assigned to support business objectives.

Education

• Bachelors degree in business administration Supply Chain Management Logistics or a related discipline.

Experience

• 812 years of experience in customer service order management or supply chain operations.
• Minimum 35 years of experience in a leadership or managerial role.
• Prior experience in chemical distribution manufacturing or B2B industrial environments is preferred.
• Manage Sales order Management in SAP and Power BI and Sales force.