Global Customer Service Manager (f/m/d)

Responsibilities

• Lead and manage the customer service team handling B2B customers; manage order to cash process
• Oversee order management, pricing coordination, sample requests, inquiries and delivery schedules. Works closely and collaboratively with Customers as well as Sales Managers, R&D, Finance, Innovation, Marketing, Quality, Regulatory and Operations Teams.
• Serve as primary contact and support for customer complaints, inquiries, quality issues, and service disruptions to ensure timely resolution and communication.
• Monitor and drive improvement in KPIs such as OTIF (On-Time-In-Full), order accuracy, and customer satisfaction
• Implement continuous improvement initiatives to enhance customer experience and improve efficiency
• Support pricing team in customer pricing reviews. Support BPF customer pricing and providing quotations needed. Maintain price lists, contracts, fsa's
• Ensure Customer Care consistently delivers excellent service.
• Prepare local and corporate performance reports, manage customer forecasts and fsa's with internal teams; provide management updates
• Lead Customer Care integration with corporate teams (CAPOL) and represent BPF in integration activities.
• Support customer requests and inquiries from BPF Web Site
• Guide customers through the order to cash process as needed.
• Drive commercialization process to reduce cycle time and increase customer satisfaction
• Communicate timely & effectively with international locations & partners and customers regarding orders, demand, issues, delays
• Provide support to Purchasing Manager during PTO or absence
• Other duties as assigned

Requirements

• Minimum 6 years in Customer Service / Customer Care, including 4+ years in leadership
• Food or flavor industry & international market experience
• Strong leadership, coaching, team building and mentoring skills
• Successful performance in a fast-paced changing environment
• Experience supporting purchasing or supply chain functions in a manufacturing setting
• Knowledge of food safety standards, documentation, and regulatory compliance
• Ability to balance customer priorities with production and supply constraints
• Excellent organizational, problem solving, decision-making, oral and written communication skills
• Strong math skills
• Extensive experience with MRP/ERP system & other business systems
• Proven ability to perform in fast paced, changing environments and manage competing priorities
• ‎ ‎
• Blue Pacific Flavors Inc.

Benefits

Additional Information

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