Customer Service Assistant Manager

About This Role

This role involves overseeing customer service operations, managing order fulfillment, and driving process improvements to enhance customer satisfaction and operational efficiency. It suits a professional with strong analytical and leadership skills who can collaborate effectively across functions and lead transformation initiatives within a customer service team.

Responsibilities

• Ensure effective execution of Customer Service operations and support achievement of business objectives
• Manage end-to-end customer order fulfillment processes and ensure compliance with defined service standards and policies
• Monitor customer service performance metrics and identify opportunities to improve service levels and operational efficiency
• Act as a key escalation point for complex order, delivery, and customer-related issues
• Build effective working relationships with customers and internal stakeholders to support business growth and customer satisfaction
• Partner closely with Commercial, Supply Chain, Finance, Quality and other functions to resolve operational issues and improve customer experience
• Support customer business reviews and participate in service improvement initiatives with key customers
• Lead or participate in Customer Service transformation initiatives, including process optimization, system enhancement and digitalization projects
• Drive process harmonization and standardization across business units and functions
• Document and maintain business process flows, identify gaps and implement improvement actions
• Analyze customer service and OTC performance data to identify trends, risks and improvement opportunities
• Conduct root-cause analysis and recommend corrective and preventive actions
• Support development of dashboards, KPIs and reporting mechanisms to drive data-based decision making
• Drive continuous improvement initiatives to enhance customer satisfaction, operational efficiency and service quality
• Lead, coach, develop and retain high-performing Customer Service teams
• Foster a customer-centric, and continuous improvement culture

Requirements

• Bachelor
• 5-8 years of experience in Customer Service, Order Management, OTC, Supply Chain Operations, Business Process Improvement, or Transformation projects
• Solid understanding of end-to-end Order-to-Cash processes and customer service operations
• Experience participating in ERP, SAP, S/4HANA, CRM or business transformation initiatives
• Strong project coordination and stakeholder management skills
• Experience working in multinational and matrix organizations
• Strong analytical and problem-solving capabilities with a data-driven mindset