Job Opportunities API

Your Role The Customer Service Manager leads the customer service function to ensure efficient order management, high service levels, and a consistent customer experience. The role oversees order-to-delivery coordination, manages customer escalations, and collaborates closely with commercial and supply chain teams to ensure reliable order execution while driving process improvements and a customer-centric culture across the organization. Responsibilities Key Responsibilities Customer Service Leadership • Lead, develop, and manage the customer service team to deliver high-quality service and meet defined service level agreements (SLAs). • Establish a strong customer-centric culture focused on responsiveness, accuracy, and reliability. • Develop team capabilities through coaching, training, and performance management. • Drive workforce planning, capability development, and succession planning within the team. • Ensure customer service practices align with industry standards and best practices while proactively identifying opportunities to enhance processes and service capabilities. Order Management and Fulfillment • Oversee the end-to-end order management process from order receipt through delivery and invoicing. • Ensure accurate and timely order entry, confirmation, and tracking. • Coordinate closely with logistics, warehouse, and planning teams to ensure smooth order fulfillment. • Manage customer-specific requirements including delivery schedules, documentation, and regulatory compliance. • Proactively manage order exceptions, shortages, and allocation situations to minimize customer impact. Customer Relationship Management • Serve as the escalation point for complex customer inquiries, complaints, and service issues. • Partner with commercial teams to support key accounts and strategic customers. • Maintain strong relationships with customers to understand service expectations and continuously improve customer experience. • Drive proactive communication with customers regarding order status, delivery schedules, and potential disruptions. Service Performance and KPIs • Monitor and manage customer service KPIs, but not exhaustive: • On-time-in-full OTIF delivery • Order accuracy • Customer satisfaction • Response time • CS Productivity • Analyze service performance trends and identify root causes of service failures. • Implement corrective actions and continuous improvement initiatives to enhance service performance. Cross-Functional Collaboration • Work closely with Commercial, Supply Chain, Finance, and Operations to ensure alignment on customer priorities and commitments. • Support commercial initiatives by ensuring operational readiness for new customers, product launches, and market expansions. • Actively participate in meeting with relevant stakeholders to align customer demand with operational capabilities. • Facilitate effective communication between internal functions to resolve operational issues impacting customers. Process Improvement and Systems • Drive process standardization and improvement initiatives within customer service operations. • Ensure effective utilization of ERP and CRM systems for order management, reporting, and customer data management. • Identify opportunities for automation, digitalization, and system enhancements to improve service efficiency and accuracy. • Support implementation of regional or global system upgrades and digital transformation initiatives. Compliance and Governance • Ensure compliance with company policies, safety standards, and regulatory requirements relevant to order processing and chemical distribution documentation. • Ensure accurate and compliant documentation for all customer service activities, maintaining proper records and documentation controls to support audit readiness Business Continuity and Risk Management • Support business continuity planning by identifying operational risks, implementing mitigation strategies, and coordinating stakeholders to maintain customer service operations during disruptions. Regional Alignment and Strategic Initiatives • Ensure alignment with regional customer service strategies, policies, and operating standards while supporting regional service improvement initiatives, transformation programs, and operational projects. • Provide country-level insights and performance to regional leadership. Financial and Operational Impact • Support working capital management by ensuring timely invoicing, order accuracy, and dispute resolution. • Collaborate with relevant stakeholders to minimize order-to-cash cycle delays and address service-related cost drivers through initiatives that improve operational efficiency. Additional Responsibilities • Perform other duties as assigned to support business objectives. Your Profile Education • Bachelor’s degree in business administration, Supply Chain Management, Logistics, or a related discipline. Experience • 8–12 years of experience in customer service, order management, or supply chain operations. • Minimum 3–5 years of experience in a leadership or managerial role. • Prior experience in chemical distribution, manufacturing or B2B industrial environments is preferred. • Manage Sales order Management in SAP and Power BI and Sales force. Brenntag TA Team