Customer Service Manager - Americas

Wilmington, DE

We currently have an opening for a Customer Service Manager – Americas based in Wilmington, DE.


The primary objective of this position is to manage the Americas Customer Service team, in charge of Americas customer order and requests processing, by accurately applying the policies and rules that are in place. Being customer focused, keeping in mind SPI interest, and being an active stakeholder of process improvement for a better level of service are all key components of this position.

Essential Duties and Responsibilities

  • Manage the US customer service activities including order management, Quality and Regulatory requests, Forecast and Demand planning activities, customer complaints, for America’s customers (includes: North America, Central and South America customers)
  • Develop and improve relationships with customers
  • Assist customers in resolving problems
  • Work closely with internal customers/suppliers such as Operations, Quality, Supply, Regulatory, Finances, Head of Sales, Logistics to ensure orders are properly fulfilled and delivered on time
  • Effectively manage a team of Customer Service Reps – Americas
  • Assist with the ERP system and other tools used; also assist with improvements as needed (SharePoint, Adage, website, MC, etc.)
  • Work closely with Global CSM, and other Regional Customer Service managers to determine and implement best practices and to review and train US team on new policies and working instructions
  • Responsible for maintaining and updating America’s pricing in the ERP system and supervising the accurate application of price rules applied by Customer Service
  • Follow up on customer complaints and/or requests and quality and regulatory requests
  • Cross-train Customer Service team to ensure adequate coverage during absences and vacations
  • Responsible for the America’s forecast process: Obtaining customer forecasts (3-month firm orders + 12 month rolling forecast) and communicating to operations
  • Manage some sales activities for accounts not requiring Sales coverage if applicable
  • Effectively manage Customer Service human resources activities: Bi yearly appraisal, Approval
  • Perform other duties, as assigned

Education, Skills and Experience

  • Bachelor’s Degree in management or related field, i.e. International Trade or Logistics
  • 7 years customer service experience and at least 4 years management experience in a manufacturing company
  • Experience in Export trade: transportation, payment terms
  • Strong interpersonal skills