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 team. In 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: Bachelor's 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 of 10 years of progressive experience in Customer Service, Order Management, or Sales Operations, with proven people management and leadership experience.
- Technical Skills:
- Deep expertise in SAP S/4HANA.
- Advanced proficiency in Microsoft 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.