Customer Service Manager

Customer Service Manager

The Customer Service Manager is responsible for leading the Customer Service team and overseeing day-to-day customer service operations in a B2B environment. This role ensures the accurate and timely processing of customer quotations, orders, pricing, and invoices while providing guidance and support to Customer Service Representatives and serving as an escalation point for customer issues. The Manager serves as the department's SAP Business One expert and works closely with Sales, Operations, Accounting, and Logistics to coordinate domestic and international orders, including complex orders involving multiple chemical products, shipping locations, and delivery requirements. This position is also responsible for developing consistent processes, improving order-management efficiency, monitoring team performance, and maintaining a high level of accuracy, responsiveness, and customer service.

Duties/Responsibilities:

• Lead and oversee the daily activities of the Customer Service team, ensuring consistent, accurate, and timely support for customers and internal teams.
• Supervise, train, coach, and develop Customer Service Representatives; establish clear expectations, monitor performance, and promote accountability and continuous improvement.
• Serve as the department's SAP Business One expert, providing guidance on system processes, troubleshooting issues, and ensuring accurate and consistent use of SAP by the Customer Service team.
• Oversee the preparation and processing of customer quotations, sales orders, and invoices, ensuring accurate pricing, quantity and customer information, appropriate approvals, and timely completion.
• Manage and maintain customer pricing, price lists, customer records, shipping information, terms, and other relevant information within SAP and HubSpot, ensuring customer information is current, accurate, and applied consistently.
• Oversee the complete quote-order-invoice process, including purchase ordered review, order entry, product availability, order status, delivery coordination, shipment tracking, invoicing and issue resolution.
• Coordinate complex orders involving multiple chemical products, packaging configurations, ship-to locations, requested delivery dates, freight requirements, and other customer-specific requirements.
• Oversee international orders and coordinate required shipping, export, customs, and commercial documentation with Logistics, Operations, Accounting, and other departments.
• Proactively identify and resolve order, pricing, delivery, and invoicing issues and serve as the primary escalation point for complex customer concerns.
• Oversee order management from receipt through invoicing, including order entry, product availability, order status, delivery coordination, shipment tracking, and resolution of order-related issues.
• Coordinate complex customer orders involving multiple chemical products, quantities, packaging configurations, ship-to locations, requested delivery dates, and other customer-specific delivery requirements.
• Serve as the primary escalation point for complex customer inquiries, complaints, pricing discrepancies, order issues, and invoicing concerns.
• Oversee and coordinate customer lab service requests, working with Sales, Laboratory, Accounting, and other internal departments to track progress, identify and expedite missing information or documentation, and ensure requests are completed accurately and timely.
• Develop, document, and improve Customer Service procedures and workflows to promote consistency, accuracy, efficiency, and appropriate internal controls.
• Monitor customer service activities and team workload, adjusting priorities and assignments as necessary to meet customer and business needs.
• Review and coordinate credit memos, pricing adjustments, returns, and other customer account transactions as needed.
• Ensure customer inquiries and requests are addressed promptly and professionally and that unresolved matters receive appropriate follow-up.
• Provide hands-on support with quotations, order processing, invoicing, and other Customer Service activities during periods of high volume or as business needs require. Other duties as assigned.
• Lead the implementation and ongoing management of web-based customer ordering, including workflows, pricing, product availability, approvals, SAP integration, and customer adoption.
• Identify opportunities to automate and streamline quotation, ordering, order-status, and other Customer Service processes while maintaining appropriate controls and accuracy.
• Perform other duties as assigned.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field preferred; equivalent combination of education and relevant experience may be considered.
• Minimum of 5 years of customer service, order management, or related experience in a B2B environment.
• Previous supervisory, team lead, or management experience with demonstrated ability to train, coach, develop, and support employees.
• Strong hands-on experience with SAP Business One or a similar ERP system in a customer service or order management environment, including quotations, sales orders, pricing, invoicing, and related customer service processes; SAP Business One experience strongly preferred.
• Strong knowledge of B2B order-to-invoice processes and experience managing complex orders involving multiple products, shipping arrangements, delivery requirements, and customer-specific instructions.
• Experience with international order processing, export documentation, and coordination of international shipments preferred.
• Experience implementing or managing customer web ordering, e-commerce, customer portals, or other digital order-management solutions preferred.
• Strong customer service, problem-solving, and decision-making skills with the ability to independently identify discrepancies, resolve issues, and determine when cross-functional coordination or escalation is required.
• Excellent attention to detail, organization and time management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Excellent written and verbal communication skills with the ability to interact professionally with customers, sales representatives, vendors, and employees at all levels of the organization.
• Ability to work effectively across Sales, Operations, Accounting, Logistics, and other internal departments.
• Proficiency with SAP, Microsoft Office Suite, particularly Excel, Word, and Outlook.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.