Customer Service Manager

Looking for your next leadership challenge?

An international industrial company operating in regulated markets is looking for a Customer Service Manager to lead its customer service operations and support continued business growth.

This position plays a key role in ensuring high-quality customer support, operational efficiency, and compliance within a regulated distribution environment. The role combines team leadership, operational oversight, and process improvement responsibilities.

This is both a strategic and hands-on role requiring strong leadership skills, operational mindset, and the ability to collaborate across multiple departments.

Scope of the Role

The Customer Service Manager is responsible for leading the customer service team in delivering high-quality service and operational support to customers across international markets.

The role includes oversight of:

• Purchase order processing
• Customer returns management
• Delivery schedule communication
• Service issue resolution
• Compliance with traceability and quality requirements

You will collaborate closely with operations, logistics, sales, and quality/regulatory teams to ensure customer satisfaction, documentation accuracy, and operational excellence.

Key Responsibilities

Team Leadership & Performance

• Lead, coach, and develop the customer service team
• Drive performance, accountability, and continuous improvement
• Support team development and training initiatives

Order & Customer Operations

• Oversee customer purchase order processing ensuring accuracy and timely fulfillment
• Coordinate with logistics and warehouse teams on shipments, backorders, and priorities
• Manage customer communications regarding deliveries and order status

Returns & Issue Resolution

• Manage the Return Material Authorization (RMA) process end-to-end
• Track returns, approvals, and resolutions
• Ensure root cause analysis and continuous improvement feedback loops

Compliance & Quality

• Ensure customer service activities comply with quality system requirements and internal procedures
• Maintain documentation and support audit readiness
• Ensure traceability and regulatory compliance in customer interactions

Reporting & Continuous Improvement

• Monitor service KPIs (order accuracy, response times, return cycle time, etc.)
• Prepare performance reports for leadership
• Identify process improvement opportunities and implement best practices

Systems & Process Management

• Support implementation and optimization of ERP/CRM tools
• Develop and maintain SOPs, work instructions, and training documentation
• Represent customer needs in cross-functional projects and improvement initiatives

Profile

Education

• Bachelor’s degree in Business Administration, Supply Chain, or related field

Experience

• Minimum 5 years of experience in customer service within regulated or industrial environments
• At least 2 years in a supervisory or managerial role
• Experience in distribution, manufacturing, or regulated industries is strongly preferred

Technical Skills

• Experience with ERP systems (SAP, NetSuite, Oracle or equivalent)
• Strong Excel skills
• Knowledge of regulated distribution environments is an advantage
• Familiarity with quality systems and continuous improvement methodologies is a plus

Soft Skills

• Strong leadership and team management capabilities
• Excellent communication and stakeholder management skills
• Problem-solving and conflict resolution abilities
• Ability to manage multiple priorities in a fast-paced environment
• Change management mindset and continuous improvement orientation

Why Join?

• International and dynamic industrial environment
• Leadership role with high visibility
• Strategic and operational responsibilities
• Opportunity to drive process improvements and team development
• Growing organization with long-term opportunities

📩 Interested in learning more?

Apply directly by sending your CV. We will provide you with additional information about the company and the position.