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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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…