Lead, coach, and develop a team of customer service individual contributors
Set clear performance expectations aligned to service KPIs and customer experience standards
Conduct regular performance reviews, development planning, and succession identification
Build a collaborative, accountable, and customer-centric team culture
Ensure consistent execution of customer service processes (order entry, order changes, delivery coordination, issue resolution, credit/return workflows)
Monitor and improve service KPIs (e.g., OTIF support, order accuracy, response time, case resolution)
Identify process gaps and drive continuous improvement within the region
Ensure accurate use of systems (e.g., ERP, CRM, case management tools)
Serve as the escalation point for complex or high-impact customer issues
Partner with Regional Sales and Account Management to support customer retention and growth
Translate customer feedback into actionable operational and process improvements
Ensure adherence to company policies, compliance requirements, and internal controls
Support audits, data accuracy, and documentation standards

Strong experience in customer service or order management within a B2B or manufacturing environment (chemical industry experience desirable).
In-depth understanding of order-to-cash processes, logistics coordination, and customer fulfillment.
Experience managing service KPIs and driving performance improvements.
Experience with ERP systems (e.g. SAP) and CRM tools.
Familiarity with digital tools for customer service and process automation.
Proven experience leading and developing customer service teams.
Strong stakeholder management and influencing skills.

Customer Service Manager

Key skills