Provide operational leadership for the Americas Customer Service function.
Ensure delivery of Customer Service performance across the Americas, ensuring sustained adherence to service levels, order accuracy, backlog targets, and responsiveness.
Translate Customer Experience priorities into clear operational objectives and execution plans.
Monitor performance trends and operational health through KPIs, identifying risks and recommending corrective actions.
Lead, coach, and develop associates through regular one-on-ones and ongoing development discussions.
Identify recurring order issues, inefficiencies, and manual touchpoints, and drive process improvements.
Collaborate cross-functionally to ensure clean order flow, proactive issue resolution, and consistent customer communication.

Bachelor’s degree in one of the following (or equivalent experience): Business Administration, Management. Operations Management, Supply Chain / Logistics, Communications, or a related field.
5+ years of experience in Customer Service, Order Management, or Sales Operations within a manufacturing or OEM environment.
Strong leadership skills with the ability to coach, develop, and hold teams accountable.
Solid understanding of order-to-cash processes and Customer Service best practices in a manufacturing or OEM environment.
Ability to analyze operational data, identify trends, and translate insights into practical improvements.
Strong organizational and prioritization skills in a fast-paced, changing environment.
Clear, confident and effective communicator.
Comfort operating between strategic direction and frontline realities.

Customer Service Manager

Key skills