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