Customer Service Manager

Reports to: Sr. Customer Service Manager About the Role We are seeking an experienced and results-driven Customer Service Manager to lead our Customer Service and Order Management team. In this role, you will drive solution-oriented decision-making, collaborate closely with cross-functional partners, and ensure orders are processed accurately and efficiently. You will play a key part in shaping our overall customer service and order-to-cash strategy, ensuring a seamless process and an exceptional customer experience at every touchpoint. Key Responsibilities Team Leadership & Development: Oversee the hiring, onboarding, and continuous training of customer service staff to build a capable, motivated, and high-performing team. Performance Management: Define, track, and analyze functional KPIs and improvement targets. Utilize lean management tools to drive action plans and address performance gaps. Policy & Process Optimization: Develop, enhance, and implement customer service policies, procedures, and standards that ensure compliance while maximizing customer satisfaction. Customer Engagement: Proactively communicate with customers to understand their needs and expectations, and make appropriate adjustments to meet them. Serve as the primary escalation point for complex or unresolved issues, ensuring timely follow-up and resolution. Operational Efficiency: Identify and implement automation opportunities within daily customer service workflows to improve productivity and efficiency. Cross-Functional Collaboration: Liaise daily with internal stakeholders including Commercial, Logistics, Planning, Finance, Quality, IT, Legal, and HR to support operational matters and project initiatives. Stakeholder Communication: Regularly communicate business updates, risks, and opportunities to senior management. Interact with external customers, third-party service providers, and IT system consultants as needed. Audit & Compliance: Support internal audit activities and ensure departme