Position Overview

Manage the Customer Service Department and oversee all commercial and customer-related sales support activities to ensure a high level of service aligned with business objectives.

Oversee daily operations, set clear priorities, coach the team through change, and drive continuous improvement to deliver reliable, high-quality service to our customers.

Lead a team of Customer Service Representatives, manage workflows and escalations, and partner closely with Sales, Finance, Operations, Supply Chain, and IT.

Key Responsibilities & Interactions

• Lead, coach, and develop the Customer Service Team to ensure a highly skilled and motivated team.
• Set clear priorities and manage daily operations, workflows, and escalations.
• Proactively address customer needs and ensure timely follow-up.
• Oversee accurate order entry and monitor the delivery process in accordance with global standards and customer, internal, and intercompany agreements, ensuring proper prioritization.
• Ensure excellent customer service by processing orders promptly and accurately in SAP so that customers receive their deliveries on time and without issue.
• Serve as the primary point of contact for Sales Management and internal stakeholders regarding orders, deliveries, updates, changes, complaints, and other administrative topics, including escalation management.
• Ensure alignment between global processes and local implementation, collaborating with local and global Customer Service Department Managers and teams.
• Drive continuous improvement of customer-oriented processes and procedures in line with global guidelines and policies.
• Implement and manage change within the team, transitioning from ad hoc to exception-based working practices.
• Stay informed about developments and innovations in the Customer Service field, as well as new or changing laws and regulations impacting customer service operations.
• Lead the team through process and organizational change.
• Analyze reports to maintain a comprehensive overview of orders and performance metrics.
• Monitor customer satisfaction, coordinate the management of service-related complaints, and ensure effective complaint resolution within the complaint management system.
• Efficiently use resources and optimize processes to achieve key performance indicators (KPIs).
• Supervise and train Customer Service Officers.
• Conduct regular team meetings.
• Represent Customer Service in cross-functional meetings, such as complaint meetings and supply and demand review meetings.
• Discuss and identify solutions and alternatives at different levels within the organization to ensure On Time In Full (OTIF) supply and customer satisfaction.
• Partner cross-functionally to support order execution, invoicing, and customer satisfaction.

Qualifications

• Experienced leading a customer service or order management team in a manufacturing or B2B environment
• Strong people leadership skills, including coaching, prioritization, and change management
• Experience with KPI-driven performance management and continuous improvement
• Strong communication and cross-functional collaboration skills
• Experience with ERP systems such as SAP and strong Excel skills

What We Offer

• Competitive base salary
• Comprehensive health, retirement, and wellness benefits.
• Opportunities for career advancement and professional development.
• A collaborative, innovative, and growth-focused work environment & culture.