Senior Customer Service Manager

Job Type


Full-time

Description

JOB SUMMARY

As an experienced, commercially focused Senior Manager of Customer Service, you'll lead customer service operations and play a highly influential role across order fulfillment.


Operating at a senior level, this role will ensure the delivery of world-class service to our customer base, while managing service performance, delivery excellence, and operational execution.

This role is pivotal in aligning commercial and operational teams, driving customer satisfaction, and enabling long-term growth by ensuring that service commitments and delivery timelines are met reliably and efficiently.

DUTIES & RESPONSIBILITIES

Leadership & Strategy

• Lead and develop the Customer Service team, setting a clear vision and high-performance culture.
• In collaboration with key Sales, Operations and Supply Chain leaders, define and execute the service and delivery strategy in alignment with commercial and operational business goals.
• Champion a customer-first mindset across the organization, driving continuous improvement.

Customer Operations

• Oversee end-to-end customer order lifecycle from intake to final delivery.
• Ensure customer orders are fulfilled on time, in full (OTIF), and in accordance with agreed service levels.
• Manage resolution of escalations, service issues, and non-conformances with urgency and transparency.

Cross-Functional Collaboration

• Function as the key liaison between Sales, Supply Chain, Production, QA/QC, and Regulatory teams to ensure aligned delivery against customer expectations.
• Support the commercial team with accurate lead time information, service metrics, and customer reporting.
• Drive operational input into key customer relationships and strategic account planning.

Business Performance Management

• Lead regular business performance reviews with cross-functional stakeholders to review service performance, order fulfillment, customer KPIs, and delivery efficiency.
• Monitor and report on key performance indicators (KPIs) such as OTIF, customer satisfaction scores (CSAT/NPS), backlog management, and complaint resolution.
• Use data to identify trends, root causes, and improvement opportunities to strengthen service delivery and operational execution.

Key Account Management Support

• Collaborate closely with the Sales and Commercial teams to support strategic key accounts, ensuring service excellence and tailored delivery solutions.
• Serve as a senior operational point of contact for key customers, attending account reviews, quality business reviews, and supporting custom service or fulfillment needs.
• Oversee key elements of contract management, ensuring service commitments, commercial terms, and fulfillment obligations are executed in line with customer agreements and business policies.
• Support the review, renewal, and execution of service-level agreements (SLAs) and customer-specific contracts, collaborating with commercial, legal, and operational teams as needed.
• Use insight from customer data, feedback, and service performance to enhance the customer experience for key accounts and proactively resolve potential delivery or service challenges.
• Align internal stakeholders across Supply Chain, Regulatory, and QA to meet the specific expectations of strategic customers.

Process, Systems & Continuous Improvement

• Continuously review and improve customer service processes and delivery workflows for efficiency and effectiveness.
• Ensure robust use of ERP, CRM, and reporting tools (e.g., SAP, Salesforce, Power BI) to support decision-making and visibility.
• Drive standardization and automation to reduce complexity and improve scalability.

Team Development

• Recruit, coach, and lead a high-performing customer service and order fulfillment team.
• Set performance objectives, provide regular feedback, and foster a culture of accountability and growth.
• Ensure teams are equipped with the technical knowledge and customer understanding required for excellence.

Requirements

EDUCATION & TRAINING

• Bachelor's degree in Business, Supply Chain, Operations, or a related field, or equivalent experience.

KNOWLEDGE & EXPERIENCE

Required:

• Senior-level experience in customer service, operations, or delivery roles within the flavor, fragrance, ingredients, or related B2B manufacturing industries.
• Proven leadership of customer-facing teams and delivery operations.
• Strong knowledge of supply chain, order management, and global logistics.
• Demonstrated experience leading cross-functional business performance reviews and improvement projects.
• Experience managing customer contracts and service-level agreements, with an understanding of how contractual obligations influence operational execution and customer engagement.
• Skilled in ERP/CRM systems (e.g., SAP, Salesforce) and BI tools (e.g., Power BI).
• Excellent stakeholder management, communication, and problem-solving capabilities.

Preferred:

• Familiarity with global regulatory requirements and documentation for chemical or ingredient shipments.
• Industry-specific experience in flavors, fragrances, or specialty ingredients.
• History of supporting or leading digital transformation projects in customer service or order fulfillment.

SKILLS & ABILITIES

Core Competencies:

• Leadership & People Management: Ability to lead, motivate, and develop high-performing teams.
• Customer-Centric Mindset: Builds strong relationships; ensures high levels of satisfaction and service quality.
• Operational Excellence: Manages complex service and fulfillment processes with attention to SLAs, OTIF, and delivery reliability.
• Commercial Awareness: Understands business impact of service delivery and supports commercial goals.
• Key Account Service Leadership: Experience supporting or directly engaging with key accounts in a B2B environment. Skilled at managing complex service needs, adapting processes for high-value customers, and contributing to strategic relationship development.
• Data-Driven Decision Making: Uses KPIs and analytics to improve performance and identify opportunities.
• Cross-Functional Collaboration: Strong ability to align with various teams across the organization.
• Digital & Systems Fluency: Proficient in ERP, CRM, and analytics tools; comfortable with automation and optimization.
• Communication: Clear, confident communicator across all levels of the business.

Soft Skills & Personal Attributes

• Resilient and adaptable under pressure.
• Highly organized and detail-oriented.
• Proactive in identifying and addressing service issues.
• Committed to continuous improvement and operational excellence.

WORKING CONDITIONS

• Environment: Open office environment with occasional time in the lab.
• Limited shop floor exposure, including some time in and around production areas. Some exposure to hazardous chemicals.
• Physical Factors: Sitting, walking, standing, stooping, crouching, and crawling. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Travel: Occasional domestic and international travel, as needed.
• FLSA Status: Exempt