Customer Service Manager
Core
Lead two Customer Service teams (Building & Installation, Civils & Infrastructure) to optimize operations, process efficiency, and customer satisfaction for a plastic piping systems manufacturer.
Role type
Senior Customer Service Manager
Builds
Customer service operations, order processing, complaint handling, and management reporting for B&I and C&I segments
Domain
Manufacturing (plastic piping systems) / Construction & Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and coaching, strategic planning, KPI management, process optimization, stakeholder communication, project management, performance management
Preferred skills
Change management, commercial acumen, ERP/CRM system experience, tendering process knowledge
Technologies
ERP, CRM
Responsibilities
Manage daily operations for B&I and C&I customer service teams; coach and develop team members; conduct performance and absence interviews; set and monitor annual plans and KPIs; provide management information to commercial stakeholders; lead process improvement and system optimization projects; participate in tendering processes for C&I market
Seniority
Senior, hands-on IC with team leadership