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.
Responsibilities
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.
Your Profile
Education
•
Bachelor’s degree in business administration, Supply Chain Management, Logistics, or a related discipline.
Experience
•
8–12 years of experience in customer service, order management, or supply chain operations.
•
Minimum 3–5 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.