Global Customer Service Manager (f/m/d)

Freudenberg Group•City of Industry, CA

About The Position

The Global Customer Service Manager will lead and manage the customer service team handling B2B customers, overseeing the order-to-cash process. This role involves managing order management, pricing coordination, sample requests, inquiries, and delivery schedules. The position requires close collaboration with customers and internal teams such as Sales, R&D, Finance, Innovation, Marketing, Quality, Regulatory, and Operations. The manager will serve as the primary contact for customer complaints, inquiries, quality issues, and service disruptions, ensuring timely resolution and communication. Key responsibilities include monitoring and improving KPIs like OTIF and customer satisfaction, implementing continuous improvement initiatives, supporting pricing reviews and quotations, maintaining price lists and contracts, and ensuring excellent service delivery from the Customer Care team. The role also involves preparing performance reports, managing customer forecasts, leading integration with corporate teams, and supporting the commercialization process. Effective communication with international locations and partners is crucial. The position also offers support to the Purchasing Manager during PTO or absence and includes other assigned duties.

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

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