Your Role The Customer Service Manager leads the customer service function to ensure efficient order management, high service levels, and a consistent customer experience. The role oversees order-to-delivery coordination, manages customer escalations, and collaborates closely with commercial and supply chain teams to ensure reliable order execution while driving process improvements and a customer-centric culture across the organization.

Responsibilities

Key

Responsibilities

Customer Service Leadership Lead, develop, and manage the customer service team to deliver high-quality service and meet defined service level agreements (SLAs). Establish a strong customer-centric culture focused on responsiveness, accuracy, and reliability. Develop team capabilities through coaching, training, and performance management. Drive workforce planning, capability development, and succession planning within the team. Ensure customer service practices align with industry standards and best practices while proactively identifying opportunities to enhance processes and service capabilities. Order Management and Fulfillment Oversee the end-to-end order management process from order receipt through delivery and invoicing. Ensure accurate and timely order entry, confirmation, and tracking. Coordinate closely with logistics, warehouse, and planning teams to ensure smooth order fulfillment. Manage customer-specific requirements including delivery schedules, documentation, and regulatory compliance. Proactively manage order exceptions, shortages, and allocation situations to minimize customer impact. Customer Relationship Management Serve as the escalation point for complex customer inquiries, complaints, and service issues. Partner with commercial teams to support key accounts and strategic customers. Maintain strong relationships with customers to understand service expectations and continuously improve customer experience. Drive proactive communication with customers regarding order status, delivery schedules, and potential disruptions. Service Performance and KPIs Monitor and manage customer service KPIs, but not exhaustive: On-time-in-full OTIF delivery Order accuracy Customer satisfaction Response time CS Productivity Analyze service performance trends and identify root causes of service failures. Implement corrective actions and continuous improvement initiatives to enhance service performance. Cross-Functional Collaboration Work closely with Commercial, Supply Chain, Finance, and Operations to ensure alignment on customer priorities and commitments. Support commercial initiatives by ensuring operational readiness for new customers, product launches, and market expansions. Actively participate in meeting with relevant stakeholders to align customer demand with operational capabilities. Facilitate effective communication between internal functions to resolve operational issues impacting customers. Process Improvement and Systems Drive process standardization and improvement initiatives within customer service operations. Ensure effective utilization of ERP and CRM systems for order management, reporting, and customer data management. Identify opportunities for automation, digitalization, and system enhancements to improve service efficiency and accuracy. Support implementation of regional or global system upgrades and digital transformation initiatives. Compliance and Governance Ensure compliance with company policies, safety standards, and regulatory requirements relevant to order processing and chemical distribution documentation. Ensure accurate and compliant documentation for all customer service activities, maintaining proper records and documentation controls to support audit readiness Business Continuity and Risk Management Support business continuity planning by identifying operational risks, implementing mitigation strategies, and coordinating stakeholders to maintain customer service operations during disruptions. Regional Alignment and Strategic Initiatives Ensure alignment with regional customer service strategies, policies, and operating standards while supporting regional service improvement initiatives, transformation programs, and operational projects. Provide country-level insights and performance to regional leadership. Financial and Operational Impact Support working capital management by ensuring timely invoicing, order accuracy, and dispute resolution. Collaborate with relevant stakeholders to minimize order-to-cash cycle delays and address service-related cost drivers through initiatives that improve operational efficiency. Additional

Responsibilities

Perform other duties as assigned to support business objectives. Your Profile

Education

Bachelor’s degree in business administration, Supply Chain Management, Logistics, or a related discipline.

Experience

8–12 years of experience in customer service, order management, or supply chain operations. Minimum 3–5 years of experience in a leadership or managerial role. Prior experience in chemical distribution, manufacturing or B2B industrial environments is preferred. Manage Sales order Management in SAP and Power BI and Sales force. Brenntag TA Team Brenntag is the leading global distributor of chemicals and ingredients, committed to connecting customers and suppliers within networks. We add value for our customers and partners every step of the way: through our product knowledge, innovation, and sustainable solutions, combined with our passion for service excellence and commitment to safety. Headquartered in Essen, Germany, and with more than 17,500 experts at about 600 locations in 72 countries, our two global divisions, Brenntag Essentials and Brenntag Specialties, offer a full range of industrial and specialty chemicals and ingredients. Therefore, our clients and partners can count on us for global reach combined with local agility and execution. As an employer, we embrace diversity and foster a sense of community and collaboration in an environment where employees are encouraged to share ideas and work together. We engage our employees in the company’s mission for collective success, by building long-term stability and safety through trust and clarity across the organization. We believe in empowering our employees to reach their full potential and shape the future. For more information, please visit www.brenntag.com