CSX Manager JP (confidential)

About this Position We are seeking an experienced and customer-oriented Customer Service Team Lead to oversee end-to-end customer service operations while leading and developing a high-performing team. This role will play a key part in driving customer satisfaction, operational excellence, and cross-functional collaboration within a dynamic matrix organization. The successful candidate will balance hands-on operational responsibilities with people management, while contributing to continuous improvement initiatives and organizational transformation. What you´ll do Lead and supervise the Customer Service team to deliver high-quality customer support and customer experience (CSX) Manage daily Order-to-Cash (OTC) and Customer Service Management (CSM) operations Serve as the primary escalation point for complex customer issues and key customer interactions Balance operational execution with team leadership responsibilities Drive customer-centric service delivery and maintain effective communication with customers Collaborate closely with Supply Chain, Sales, Production, CoE, and GBS teams to ensure service continuity and alignment Support customer satisfaction initiatives, including Voice of Customer programs and customer feedback analysis Monitor team performance through KPIs and operational data analysis Coach, mentor, and develop team members while fostering a positive and stable working environment Support process improvement and operational efficiency initiatives Utilize SAP, Service Cloud, and CRM systems effectively Ensure compliance with company policies, procedures, and operational standards