Senior Customer Service Manager

Description: JOB SUMMARY As an experienced, commercially focused Senior Manager of Customer Service, you'll lead customer service operations and play a highly influential role across order fulfillment. Operating at a senior level, this role will ensure the delivery of world-class service to our customer base, while managing service performance, delivery excellence, and operational execution. This role is pivotal in aligning commercial and operational teams, driving customer satisfaction, and enabling long-term growth by ensuring that service commitments and delivery timelines are met reliably and efficiently. DUTIES & RESPONSIBILITIES Leadership & Strategy Lead and develop the Customer Service team, setting a clear vision and high-performance culture. In collaboration with key Sales, Operations and Supply Chain leaders, define and execute the service and delivery strategy in alignment with commercial and operational business goals. Champion a customer-first mindset across the organization, driving continuous improvement. Customer Operations Oversee end-to-end customer order lifecycle from intake to final delivery. Ensure customer orders are fulfilled on time, in full (OTIF), and in accordance with agreed service levels. Manage resolution of escalations, service issues, and non-conformances with urgency and transparency. Cross-Functional Collaboration Function as the key liaison between Sales, Supply Chain, Production, QA/QC, and Regulatory teams to ensure aligned delivery against customer expectations. Support the commercial team with accurate lead time information, service metrics, and customer reporting. Drive operational input into key customer relationships and strategic account planning. Business Performance Management Lead regular business performance reviews with cross-functional stakeholders to review service performance, order fulfillment, customer KPIs, and delivery efficiency. Monitor and report on key performance indicators (KPIs) such as OTIF, customer satisfaction scores (CSAT/NPS), backlog management, and complaint resolution. Use data to identify trends, root causes, and improvement opportunities to strengthen service delivery and operational execution. Key Account Management Support Collaborate closely with the Sales and Commercial teams to support strategic key accounts, ensuring service excellence and tailored delivery solutions. Serve as a senior operational point of contact for key customers, attending account reviews, quality business reviews, and supporting custom service or fulfillment needs. Oversee key elements of contract management, ensuring service commitments, commercial terms, and fulfillment obligations are executed in line with customer agreements and business policies. Support the review, renewal, and execution of service-level agreements (SLAs) and customer-specific contracts, collaborating with commercial, legal, and operational teams as needed. Use insight from customer data, feedback, and service performance to enhance the customer experience for key accounts and proactively resolve potential delivery or service challenges. Align internal stakeholders across Supply Chain, Regulatory, and QA to meet the specific expectations of strategic customers. Process, Systems & Continuous Improvement Continuously review and improve customer service processes and delivery workflows for efficiency and effectiveness. Ensure robust use of ERP, CRM, and reporting tools (e.g., SAP, Salesforce, Power BI) to support decision-making and visibility. Drive standardization and automation to reduce complexity and improve scalability. Team Development Recruit, coach, and lead a high-performing customer service and order fulfillment team. Set performance objectives, provide regular feedback, and foster a culture of accountability and growth. Ensure teams are equipped with the technical knowledge and customer understanding required for excellence. Requirements: EDUCATION & TRAINING Bachelor's degree in Business, Supp…

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