The Customer Service Manager is responsible for ensuring customer satisfaction across the organization while maintaining optimal operational costs. This role oversees effective demand management through robust processes and a well-trained, motivated team. The manager ensures timely responses to customer needs, on-time delivery performance, clear communication, and proactive management of customer concerns, maintaining finished goods inventory at appropriate and safe levels.
Educational Requirements:
Bachelor’s Degree required.
Minimum 5 years of experience in Customer Service, Demand Management, or Supply Chain.
At least 2 years of experience in management or leadership role.
Advanced english
Skills and Competencies:
Extensive experience in core Customer Service processes.
Proficiency in BPCS and advanced knowledge of Microsoft Excel.
Strong organizational, analytical, and problem-solving skills.
Excellent communication and interpersonal abilities.
Proven ability to coach, develop, and motivate teams.
Results-oriented with a continuous improvement mindset.
Key Responsibilities:
Responsible and Accountable for:
Managing a team of Account Coordinators and Team Leads.
Ensuring accurate and timely loading of customer demand and maintaining the sales forecasting process.
Overseeing on-time and cost-effective processing of ship tickets.
Driving on-time delivery improvements and following up on past-due elimination.
Identifying customer escalations and coordinating timely internal responses.
Monitoring demand variations and ensuring proper alignment with production and logistics.
Coordinating cost recovery efforts (premium freight, excess & obsolete inventory, overtime, etc.) resulting from demand fluctuations or cancellations.
Involved and Consulted on:
Recruitment and hiring processes for the Customer Service department.
Continuous improvement initiatives related to customer satisfaction and operational efficiency.
Development and implementation of overall Customer Service team strategies.
New customers or part launches, ensuring smooth communication and transition with internal and external stakeholders.