Among first-line supervisors of office and administrative support workers, AI is already used for some of the tasks. Measured exposure for first-line supervisors of office and administrative support workers: 19% (some).

Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.

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About the job

Job Title: Customer Service Manager

Business Unit: Thiochemicals

Location: Radnor, PA

JOB SUMMARY

We are seeking an engaging and motivated Customer Service Manager to inspire and guide a team responsible for delivering an exceptional customer experience across high-volume, order-driven processes.

This role sits at the center of our customer operations and is responsible for leading end-to-end order management, strengthening customer relationships, and ensuring a seamless quote-to-cash experience. The position directly supports revenue generation by overseeing transactional order workflows tied to multiple manufacturing sites.

The Customer Service Manager will mentor and develop a team of Customer Service Representatives while managing escalations, optimizing workflows, and driving continuous improvement across systems and processes. This role operates in a fast-paced environment and requires close collaboration with Sales, Supply Chain, Logistics, Finance, and shared service teams.

This role offers the opportunity to lead a critical function that directly impacts customer experience and business performance. You will play a key role in shaping team culture, improving processes, and strengthening customer partnerships while developing your leadership capabilities.

KEY RESPONSIBILITIES

Team Leadership

Lead, coach, and develop a team of Customer Service Representatives to ensure high performance and customer satisfaction.

Create a positive, accountable, and collaborative team environment that fosters growth and engagement.

Conduct regular team and individual meetings to provide feedback, training, and performance management.

Monitor daily workload and allocate resources effectively based on order volume and priorities.

Train team members on complaint management procedures, systems, and business processes.

Order Management and Customer Support

Oversee the full order management lifecycle, ensuring accurate and timely order entry and processing (within 24 hours).

Act as the primary escalation point for complex or high-impact customer issues.

Provide real-time support on pricing, product availability, delivery schedules, and shipment status.

Manage complex order scenarios including VMI, consignment, and multiple supply chain models.

Monitor SAP order flows, troubleshoot lifecycle issues, and ensure proper customer master data and output settings (acknowledgements, ASN, invoices, COAs).

Oversee debit, credit, and residual transaction processing.

Business and Supply Chain Collaboration

Partner with Supply Chain, Sales, Logistics, Finance, and Credit teams to support business objectives.

Analyze and report KPIs related to customer service performance (residuals, complaints, adjustments).

Support accounts receivable and collections activities in coordination with Finance.

Contribute to forecasting, reporting, and inside sales or import/export processes as needed.

Networking and Continuous Improvement

Identify and implement process improvements to enhance efficiency, accuracy, and customer experience.

Represent the team in Customer Service Leadership meetings and cross-functional forums.

Partner with Business Process Optimization teams on Quote-to-Cash, Master Data, and Purchase-to-Pay initiatives.

Share best practices and help standardize processes across teams and systems.

Training & Development

Support onboarding and continuous learning for team members.

Attend training on systems, tools, and service protocols and apply knowledge across the team.

Foster a culture of continuous improvement and professional development.

EXPERIENCE & QUALIFICATIONS REQUIRED

Education: Bachelor’s degree required, preferably in Business or Supply Chain.

Experience, Qualifications & Skills:

5+ years of customer service, supply chain, or related experience.

2+ years of leadership or mentoring experience.

Experience in high-volume, order-driven environments (e.g., VMI, consignment) preferred.

Strong leadership, communication, and customer management skills.

Proven ability to manage escalations and build trusted relationships.

Subject matter expertise in order management and customer operations.

Advanced SAP skills required ; intermediate Microsoft Office (Excel, Word, PowerPoint).

Strong analytical, problem-solving, and cross-functional collaboration skills.

Ability to manage complex orders, troubleshoot issues, and drive process improvements.

High attention to detail with strong prioritization and follow-through.

Proactive, solutions-oriented mindset.

Commitment to safety, compliance, and teamwork.