Customer Service Manager Job Details | BIC

BIC is a global company dedicated to creating simple, innovative, and sustainable everyday products. The Customer Care Manager will lead BIC’s US Customer Service organization, overseeing order management, customer experience, operational excellence, and a team of Customer Care professionals. The role will also drive transformation, continuous improvement, change management, cross-functional collaboration, and talent development.

Responsibilities:

• Support the ongoing transformation of Customer Care by implementing new ways of working, processes, and tools that improve customer experience and overall supply chain performance
• Translate customer and employee feedback, survey results, and operational insights into actionable improvement plans
• Implement and monitor improvements to Customer Service SLAs, OTIF performance, and processes designed to reduce non-compliance charges, deductions, and penalties
• Partner with the Senior Manager, Customer Service – US, and cross-functional leaders to support the execution of BIC's broader three-year growth and supply chain strategy
• Lead change management within the Customer Care team, ensuring new processes and expectations are understood, adopted, and sustained
• Lead, coach, and develop a team of Customer Care professionals, fostering a culture of accountability, empowerment, collaboration, and continuous improvement
• Establish consistent training and cross-training practices to strengthen team capabilities, business continuity, and customer responsiveness
• Coach team members on effective communication, problem-solving, customer interactions, and conflict resolution
• Build a high-performing team that is empowered to make decisions and proactively resolve customer and operational issues
• Support talent development, performance management, and succession planning within the Customer Care organization
• Oversee approximately $900M in order management, ensuring orders are processed accurately, efficiently, and in a timely manner
• Ensure base and exception pricing for BIC products is accurately maintained within JDE and appropriately aligned with Sales and Marketing approvals
• Monitor order processing performance and identify opportunities to improve accuracy, speed, system utilization, and service levels
• Partner with Supply Chain to manage product allocations, key product setup, and other factors impacting order fulfillment
• Resolve pricing discrepancies and related issues with Finance, Credit, and Claims teams within established service cycles
• Ensure effective utilization of JDE, EDI, BI, WMS, and other relevant systems to support operational performance
• Assess staffing, technology, and resource requirements to ensure the Customer Care organization can effectively meet business needs
• Represent Customer Care priorities, challenges, and opportunities in cross-functional forums, including S&OP, CPG, and Supply Chain meetings
• Build strong partnerships with Sales, Supply Chain, Finance/Credit, Marketing, IT/EDI, and other internal stakeholders to resolve issues and improve end-to-end customer service
• Act as a customer advocate by identifying recurring customer challenges and translating them into internal process improvements
• Partner closely with Supply Chain on supply and demand considerations to support monthly business goals and KPIs
• Support the investigation and resolution of customer complaints, special requests, and service issues
• Collaborate with Finance and Credit to ensure accurate documentation, credits, and inventory adjustments
• Participate in customer, sales, trade show, and industry events as needed

Requirements:

• Bachelor's degree or equivalent combination of education and experience
• 5-8 years of experience in a CPG, consumer products, or similarly complex customer-facing environment
• Experience supporting major retail, ecommerce, wholesale, or strategic customers such as Walmart, Target, Amazon, Staples, CVS, or similar accounts
• Minimum 4 years of people leadership experience, with demonstrated accountability for developing people, enhancing capabilities, and creating a high-performing team
• Strong understanding of Customer Service operations, order management, and supply chain processes
• Experience leading change management, transformation, or continuous improvement initiatives
• Demonstrated ability to balance strategic priorities with hands-on operational execution
• Strong analytical, problem-solving, and decision-making skills, with the ability to quickly assess issues and determine appropriate action
• Excellent communication, influencing, and relationship-building skills, with the ability to work effectively across functions and organizational levels
• Demonstrated ability to navigate ambiguity, manage competing priorities, and thrive in a dynamic business environment
• Experience with JDE or another core ERP system required
• Experience with EDI, BI, WMS, Microsoft Office, and other customer service/order management technologies required
• management or supervisory certification is a plus