Global Customer Service Manager (f/m/d)

Working at Freudenberg: We will wow your world!

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

Qualifications:

• 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

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The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.