Senior Manager, Customer Service (US)

BIC•Norwalk, OH

1d•Hybrid

About The Position

The Senior Manager, US Customer Service leads the strategy, execution, and continuous improvement of Customer Care, Customer Fulfillment, and Customer Compliance for BIC’s largest market, representing more than $850 million in annual revenue. The role is the primary Supply Chain partner to the U.S. Commercial organization, with responsibility for delivering an exceptional customer experience and optimizing the end-to-end Order-to-Cash process. This visible leadership role combines strategic direction with operational excellence. The Senior Manager leads a high-performing organization, drives transformation and performance improvement, builds cross-functional partnerships, and advances customer satisfaction, cost reduction, and profitable growth. BIC’s NAM headquarters will be in Norwalk, Connecticut, with a scheduled opening in 2027; the headquarters is designed to support a collaborative, flexible, modern work environment and a hybrid work model.

Requirements

Bachelor’s degree in Supply Chain, Business, Operations Management, Logistics, or a related field.
10–12 years of progressive leadership experience in Customer Service, Supply Chain, Logistics, or Customer Operations.
Experience within a Consumer Packaged Goods (CPG) organization.
Demonstrated success leading customer service organizations that support national retail customers.
Experience leading cross-functional transformation and continuous improvement initiatives.
Experience managing third-party logistics providers and customer operations.
Proven track record of developing high-performing teams.
Ability to translate business strategy into operational execution.
Executive presence and strong influencing skills across organizational levels.
Deep understanding of customer service operations, transportation, logistics, supply planning, inventory management, and Order-to-Cash processes.
Strong financial acumen, including budgeting, forecasting, and business case development.
Data-driven decision making and experience improving operational KPIs.
Strong communication, collaboration, and stakeholder management skills.
Advanced proficiency with ERP, WMS, TMS, forecasting systems, Microsoft Excel, and reporting tools.
Working knowledge of transportation compliance and hazardous materials regulations.

Nice To Haves

Master’s degree preferred.

Responsibilities

Develop and execute the U.S. Customer Service strategy aligned with Commercial and Supply Chain priorities.
Lead Customer Care, Customer Fulfillment, and Customer Compliance teams to deliver best-in-class service.
Improve the Order-to-Cash process, including OTIF performance, service levels, customer penalties, and operational efficiency.
Establish KPIs, governance, and accountability to achieve customer service and financial objectives.
Lead customer service transformation, including organizational design, capability development, process optimization, digital enablement, and evaluation of insourcing and outsourcing opportunities.
Serve as the strategic Customer Service leader and primary Supply Chain business partner to the U.S. Commercial organization.
Collaborate with Sales, Marketing, Planning, Logistics, Finance, IT, Manufacturing, and key customers to resolve complex business challenges.
Lead Quarterly Business Reviews, Joint Business Planning sessions, and executive customer engagements.
Build partnerships with third-party logistics providers and external service partners to drive operational excellence and contractual performance.
Build, coach, and develop the Customer Service organization through talent development, succession planning, performance management, and employee engagement.
Foster accountability, continuous improvement, collaboration, and customer-centric decision making.
Lead organizational change initiatives, including ERP, WMS, TMS, and other supply chain technology implementations.
Manage departmental budgets and identify opportunities to improve productivity and control operating costs.