Head of Customer Service & Operations (m/f/d)
Core
Lead customer service and account management teams to ensure service excellence in order and sample delivery for B2B manufacturing clients.
Role type
Senior leadership customer service & operations manager
Builds
Customer service function, global best practices, and team structures
Domain
B2B manufacturing (flavour, fragrance, food ingredients, specialty chemicals)
Required skills
Team leadership, order-to-delivery process management, cross-functional collaboration, KPI definition and tracking, ERP/CRM system mastery, process improvement, strategic communication
Preferred skills
Industry experience in flavour/fragrance/food ingredients/specialty chemicals, experience transforming customer service functions across multiple sites
Technologies
ERP, CRM
Responsibilities
Lead and develop customer service specialists and account managers; Own end-to-end order and sample management processes; Act as the voice of the customer towards Production, Planning, Quality, and Logistics; Define and track service KPIs; Identify recurring issues and improve processes and master data quality; Share customer insights with Sales and management; Roll out global best practices across international sites