Lead Customer Service Manager - SAP B1, Global Orders

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30+ days ago Requisition

The Customer Service Manager is responsible for leading the Customer Service team and overseeing day-to-day customer service operations in a B2B environment. This role ensures the accurate and timely processing of customer quotations, orders, pricing, and invoices while providing guidance and support to Customer Service Representatives and serving as an escalation point for customer issues. The Manager serves as the department’s SAP Business One expert and works closely with Sales, Operations, Accounting, and Logistics to coordinate domestic and international orders, including complex orders involving multiple chemical products, shipping locations, and delivery requirements.

This position is also responsible for developing consistent processes, improving order-management efficiency, monitoring team performance, and maintaining a high level of accuracy, responsiveness, and customer service.

• Lead and oversee the daily activities of the Customer Service team, ensuring consistent, accurate, and timely support for customers and internal teams.
• Supervise, train, coach, and develop Customer Service Representatives; establish clear expectations, monitor performance, and promote accountability and continuous improvement.
• Serve as the department’s SAP Business One expert, providing guidance on system processes, troubleshooting issues, and ensuring accurate and consistent use of SAP by the Customer Service team.
• Oversee the preparation and processing of customer quotations, sales orders, and invoices, ensuring accurate pricing, quantity and customer information, appropriate approvals, and timely completion.
• Manage and maintain customer pricing, price lists, customer records, shipping information, terms, and other relevant information within SAP and Hub Spot, ensuring customer information is current, accurate, and applied consistently.
• Oversee the complete quote-order-invoice process, including purchase ordered review, order entry, product availability, order status, delivery coordination, shipment tracking, invoicing and issue resolution.
• Coordinate complex orders involving multiple chemical products, packaging configurations, ship-to locations, requested delivery dates, freight requirements, and other customer-specific requirements.
• Oversee international orders and coordinate required shipping, export, customs, and commercial documentation with Logistics, Operations, Accounting, and other departments.
• Proactively identify and resolve order, pricing, delivery, and invoicing issues and serve as the primary escalation point for complex customer concerns.
• Oversee order management from receipt through invoicing, including order entry, product availability, order status, delivery coordination, shipment tracking, and resolution of order-related issues.
• Coordinate complex customer orders involving multiple chemical products, quantities, packaging configurations, ship-to locations, requested delivery dates, and other customer-specific delivery requirements.
• Serve as the primary escalation point for complex customer inquiries, complaints, pricing discrepancies, order issues, and invoicing concerns.
• Oversee and coordinate customer lab service requests, working with Sales, Laboratory, Accounting, and other internal departments to track progress, identify and expedite missing information or documentation, and ensure requests are completed accurately and timely.
• Develop, document, and improve Customer Service procedures and workflows to promote consistency, accuracy, efficiency, and…