Global Customer Service Manager

Mission

The Customer Service Manager leads the Global Customer Service (CS) organization and is responsible for delivering a best‑in‑class customer experience across all EXALTA Manufacturing Solutions sites. This role builds and nurtures strategic relationships with key global accounts, ensures flawless execution of service commitments, and drives the continuous improvement of customer-related processes.

The position plays a pivotal role in aligning Sales, SIOP, and Operations to guarantee responsiveness, reliability, and customer satisfaction.

Key Responsibilities

1. Customer Service Strategy & Governance

• Define, deploy, and continuously refine the global CS strategy aligned with EXALTA’s business objectives.
• Standardize customer service processes and tools across all sites to ensure consistency and efficiency.
• Establish clear service-level expectations and governance to support operational excellence.

2. Team Leadership & Management

• Build, Manage, coach, and develop the Global Customer Service team and coach local CS teams, ensuring high performance and competency growth.
• Foster a collaborative, customer-centric culture across regions and teams.
• Engage and collaborate with local Supply chain teams to create visibility on open order status for top customers
• Ensure appropriate resource allocation to support strategic accounts and business priorities.

3. Strategic Account Management

• Lead a team that serves as the primary global point of contact for the company’s for top 15 customers and ensure long-term partnership success.
• Directly lead 1 or 2 top customers
• Understand customer expectations, anticipate future needs, and provide proactive solutions.
• Conduct regular business reviews and drive measurable improvements in service quality and communication.

4. IOS Business Unit Partnership

• Own and maintain a strong, collaborative relationship with the IOS Business Unit.
• Ensure alignment on priorities, service commitments, product flows, and performance expectations.

5. Performance Management & Continuous Improvement

• Define and manage key Customer Service KPIs, including OTD, responsiveness, accuracy, and service quality.
• Implement action plans to address performance gaps and elevate customer experience.

6. Cross-functional Coordination

• Act as a critical interface between Sales, SIOP, Operations, and Site Teams to ensure seamless order execution.
• Support the SIOP process by integrating customer insights, demand signals, and service considerations.
• Promote transparency and proactive communication across stakeholders.

7. Escalation & Issue Resolution

• Handle major customer escalations with speed, clarity, and efficiency.
• Coordinate internal stakeholders to restore service levels and prevent recurrence.
• Provide clear communication to customers throughout the escalation lifecycle.

8. Collaborative SIOP with Clients

• Support the development of joint SIOP processes with strategic clients.
• Team with global SC team to improve forecast accuracy, ensure capacity alignment, and secure stable flows.
• Strengthen long-term planning capabilities to support customer growth and partnership.

Profile

Required Experience & Competencies

• 10 years of experience in Customer Service, Account Management, or related functions.
• Demonstrated obsession with customer satisfaction and service excellence.
• Proven experience managing and developing teams within an international or multi-site environment.
• Solid background in manufacturing and/or supply chain, with strong operational understanding.
• Excellent leadership skills and ability to influence cross-functional teams.
• Strong communication and relationship‑building abilities.
• Fluent in English; French is a strong plus.

Success Metrics

• Customer Satisfaction Improvement: measurable YoY progress from customer feedback and surveys.
• On-Time Delivery (OTD): above 90% for strategic accounts.
• Forecast Accuracy: consistently above 80% through improved collaborative SIOP.
• Escalation Resolution Time: below 48 hours for major issues.
• Results from Customer Satisfaction Surveys and strategic account reviews.