Customer Service Manager, North America

DSJ Global is currently partnered with a leading engineered materials organization looking to bring on a Customer Service Manager, North America to define and lead the vision for a Customer Service organization across the Americas. This role serves as a key liaison between customers and internal teams, partnering closely with Sales, Fulfillment, Claims, Operations, and Product Development to deliver a high-quality customer experience.

This is an excellent opportunity for a customer-focused leader who enjoys building strong teams, optimizing processes, and driving service excellence in a complex, fast-paced environment.

What You Will Do

• Oversee daily customer service operations, including service level monitoring, task allocation, and timely execution
• Build and maintain strong customer relationships while contributing to overall commercial effectiveness
• Ensure high standards across all customer service activities through close collaboration with Sales, Production, Logistics, and other cross-functional partners
• Set clear strategy, direction, and expectations for the customer service team, particularly around order management and customer communication
• Foster accountability and a culture of ownership aligned with best practices
• Use KPIs to measure performance and provide constructive, timely feedback
• Leverage CRM systems (e.g., Salesforce), data tools (e.g., Power BI), and spreadsheets to inform decisions and drive continuous improvement

Who You Are

• Bachelor's degree in Business Administration, Management, Marketing, or a related field
• 5-7 years of customer service experience, including people leadership or team management
• Experience in related industries such as paper, packaging materials, labeling, or engineered materials is a plus
• Familiarity with the Latin American business environment and/or working closely with customers and colleagues in Latin America; Spanish proficiency is strongly preferred
• Proven experience leading process improvement initiatives across service operations
• Strong working knowledge of CRM platforms, data analytics tools, AI-assisted tools, and related technologies
• Solid understanding of budgeting, financial principles, and P&L management
• Skilled at leading and implementing change while managing conflict constructively
• Experience holding teams accountable to key service KPIs (e.g., NPS, handle time, first-time resolution, order accuracy, reschedules)
• Background in leading and developing Order Entry operations, including people, processes, and tools
• Highly customer-centric, adaptable, and collaborative with strong communication skills