Customer Services Manager
The Sofidel Group
Sofidel Group is one of the leading manufacturers of paper for hygienic and domestic use worldwide. Established in 1966, the Group develops strong operations in Europe and USA, with more than 9.800 employees and a production capacity of over one million tonnes per yeartonnes in“Regina”, its most well-known brand, is present on almost all the reference markets.
SOFIDEL Romania is located in Calarasi, producing tissue paper reels and manufactures finished products for the Romanian and SouthEastern markets.
PURPOSE
The Customer Services Manager is responsible for managing and optimizing the end-to-end Order-to-Cash process, ensuring efficient order execution, service excellence and compliance with Group standards. The role acts as the key link between customers and internal functions and drives operational performance through proactive issue resolution, KPI monitoring, process control and continuous improvement initiatives.
MAIN RESPONSIBILITIES
· Lead, develop, and motivate the Customer Service team, ensuring high performance and customer focus.
· Manage the order-to-cash process to ensure timely and accurate fulfillment of customer orders , as well as effective monitoring and collection of customer payments.
· Monitor operational performance through defined KPIs. Oversee customer payment reconciliation activities, including payment matching, open balance management, and the issuance of credit and debit notes.
Oversee customer complaint management, ensuring root cause analysis, corrective actions, and effective communication with customers.
· Coordinate daily with Sales, Logistics, Production, Planning, and Finance departments to ensure efficient execution of customer requirements.
· Ensure accurate maintenance of customer data, pricing conditions and discounts, contracts in ERP/CRM systems.
· Prepare and analyze customer service reports, identifying trends, risks, and improvement opportunities.
· Lead continuous improvement initiatives to optimize customer service processes, reduce errors, and improve customer satisfaction.
· Promote the Corporate Principles and Values
VALUE PROPOSAL
At Sofidel, you'll become part of an international organization where collaboration, innovation, and continuous learning are at the heart of everything we do. Working alongside experienced professionals and emerging talent from different countries and cultures, you'll have the opportunity to develop your skills, broaden your perspective, and build a rewarding career within a supportive and dynamic environment.
We believe that professional success goes hand in hand with personal well-being. That's why we are committed to fostering a workplace that values work-life balance, long-term relationships, and individual growth. At Sofidel, every team member is encouraged to bring their unique talents, ambitions, and ideas to the table and make a meaningful impact.
What We Offer
- Competitive salary package
- Performance-based bonus scheme
- Meal vouchers
- Holiday, gift, and transportation vouchers
- A collaborative and inclusive workplace culture
- Continuous learning and development opportunities
- The chance to contribute to the transformation of a traditional industry through advanced technologies and innovation
Location
This position is based at our Călărași manufacturing facility and requires on-site presence on a daily basis.
Our Approach to Compensation
At Sofidel, we are committed to fair, transparent, and competitive compensation practices.
The salary range for this position is 12,000 - 15,000 RON gross per month, established based on internal equity and market benchmarks. The final offer will reflect the successful candidate's experience, expertise, skills, and overall potential contribution to the role.
PROFILE
- Master's degree in Economics, Business Administration, or a related field
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Previous experience in structured FMCG companies is a plus.
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Proven experience of 3 to 5 years in Customer Service, Order-to-Cash, or related management roles.
- KPI-driven and process-oriented mindset;
- Strong written and verbal communication skills in Romanian and English - Italian would be considered an advantage;
- High level of organization and attention to detail.
- Comfort with multitasking in a deadline-driven environment.
- Understanding of basic business and marketing concepts.
- Proficient in MS Office.
- SAP knowledge and experience and AI based tools;
- Functional understanding of commercial, credit management, and Order-to-Cash processes.