Role Purpose:

The purpose of this role is to provide products and services that meet customer requirements while achieving business targets (e.g., KPIs) in alignment with the company’s corporate strategy.

The Customer Service Manager is one of the key faces of the company toward customers, taking full responsibility for order and forecast management. They lead and coordinate the daily activities of the Customer Service team and ensure that the company consistently meets client expectations. Performance is measured through defined KPIs.

Responsibilities:

Leadership & People Management

• Lead the application of all safety guidelines within the team.
• Implement ways of working, succession plans, development initiatives, and recruitment strategies to ensure continuous and effective team performance.
• Motivate, evaluate, and coach team members.
• Ensure clear documentation of processes and ways of working in IMS to set the team up for success.

2. Customer Relationship Management

• Build and maintain strong customer relationships through regular communication, physical visits, and close proximity.
• Proactively identify risks that may impact customer service and implement preventive actions.
• Appropriately escalate issues and communicate effectively with customers.
• Collaborate closely with Sales and Supply Chain teams, including participation in weekly supply chain meetings.
• Work with the Sales Director to define and implement the customer service strategy.
• Establish and maintain Service Agreements with key customers.

3. Customer Service Operations

a) Order Processing (Local & Export)

• Receive and enter orders in SAP.
• Check product availability and coordinate with Material Planning.
• Verify sales prices.
• Issue and dispatch order confirmations.
• Prepare order‑related documents and certificates.
• Coordinate with forwarders.
• Handle pre‑shipment and co‑shipment samples.
• Manage samples for Export.

b) Order Management

• Track orders and follow up on production, QC, and logistics dates.
• Communicate effectively with customers regarding shipping dates or delays.
• Handle free‑of‑charge orders (ZKLs).
• Monitor and optimize order frequency and quantity.
• Apply Business Rules.
• Ensure airfreight charges are correctly invoiced to customers.

4. Forecast & Stock Management

• Continuously refine forecast figures (FC) in SAP and proactively identify shortages or excesses.
• Align forecasting with customers, Sales, affiliates, and agencies.
• Define customer‑specific stock levels to ensure optimal raw material planning and production capacity usage.

5. Complaint Management

• Ensure full accountability and corrective action within the complaint management process.
• Organize returns and replenishments of goods.
• Issue credit notes and ensure compliance with internal authorization procedures.

6. Documentation & Compliance

• Guarantee proper filing, storing, updating, and version control of all documents related to customer service and service agreements.
• Ensure internal and external compliance across all processes.

Requirements:

• Possess a degree in Supply Chain, Business Administration, or a related field (preferred).
• Minimum 2 years experience leading teams, demonstrating strong people‑management capabilities.
• Good command of the English language, both spoken and written.
• Strong business writing skills and communicate clearly and professionally.
• Proficient in SAP and MS Office (especially Word and Excel).
• You perform well under pressure and manage multiple priorities effectively.
• You demonstrate excellent communication skills and the ability to interact confidently across functions.

💡