Customer Service Manager (Birmingham, AL)
Core
Oversee customer service strategies, policies, and operations to enhance customer experience and satisfaction while managing the order-to-cash process.
Role type
Customer Service Manager
Builds
Customer service operations and order-to-cash processes
Domain
Chemicals / Logistics / Supply Chain
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Customer service strategy development, team leadership and coaching, order-to-cash process management, budget management, root cause analysis, ERP system usage, KPI monitoring, training program design, cross-functional collaboration, SOP creation, digitalization initiatives, international logistics knowledge, financial escalations management, data analysis
Preferred skills
Experience in global or multicultural organizations, experience with SAP SD/MM and CRM tools, experience with Power BI or equivalent reporting tools, experience with Incoterms and trade compliance basics
Technologies
SAP SD/MM, CRM tools, Power BI, Excel
Responsibilities
Develop and implement customer service policies and procedures; Manage a team of customer service representatives; Coordinate with sales, supply chain, and logistics to manage the order-to-cash process; Monitor and evaluate customer service performance metrics; Manage budgets for customer service operations; Identify areas for improvement and implement strategies to enhance customer satisfaction; Coordinate with third-party logistics providers and freight forwarders; Lead cross-functional improvement projects involving process optimization and digital transformation.
Seniority
Manager, hands-on leadership