Customer Service Manager

Reports to:Sr. Customer Service Manager

About the Role

We are seeking an experienced and results-driven Customer Service Manager to lead our Customer Service and Order Management this role you will drive solution-oriented decision-making collaborate closely with cross-functional partners and ensure orders are processed accurately and efficiently. You will play a key part in shaping our overall customer service and order-to-cash strategy ensuring a seamless process and an exceptional customer experience at every touchpoint.

Key Responsibilities

• Team Leadership & Development:Oversee the hiring onboarding and continuous training of customer service staff to build a capable motivated and high-performing team.
• Performance Management:Define track and analyze functional KPIs and improvement targets. Utilize lean management tools to drive action plans and address performance gaps.
• Policy & Process Optimization:Develop enhance and implement customer service policies procedures and standards that ensure compliance while maximizing customer satisfaction.
• Customer Engagement:Proactively communicate with customers to understand their needs and expectations and make appropriate adjustments to meet them. Serve as the primary escalation point for complex or unresolved issues ensuring timely follow-up and resolution.
• Operational Efficiency:Identify and implement automation opportunities within daily customer service workflows to improve productivity and efficiency.
• Cross-Functional Collaboration:Liaise daily with internal stakeholders including Commercial Logistics Planning Finance Quality IT Legal and HR to support operational matters and project initiatives.
• Stakeholder Communication:Regularly communicate business updates risks and opportunities to senior management. Interact with external customers third-party service providers and IT system consultants as needed.
• Audit & Compliance:Support internal audit activities and ensure departmental operations adhere to all applicable regulations and company policies.

Qualifications

• Education:Bachelors degree (or equivalent) in Business Finance or a related field is required. Significant relevant work experience may be considered in lieu of a degree.
• Experience:Minimum of10 yearsof progressive experience in Customer Service Order Management or Sales Operations withproven people management and leadership experience.
• Technical Skills:
  • Deep expertise inSAP S/4HANA.
  • Advanced proficiency inMicrosoft Excel(data analysis reporting modeling).
• Core Competencies:
  • Strong leadership and team-building capabilities.
  • Excellent written and verbal communication and interpersonal skills.
  • Strategic thinker with strong problem-solving and cross-functional coordination abilities.
  • Deep understanding of the end-to-end quote-to-cash process.