Customer Service Manager

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.