Global Customer Service Manager

Position Summary

The Global Customer Service Manager (GCSM) provides strategic and operational leadership for the customer service function across all Schneller locations worldwide. This position oversees employee selection, training and development, performance management, workforce planning, scheduling, and the development and continuous improvement of customer service processes.

The GCSM works directly with customers and coordinates across internal teams to ensure responsive, accurate, and consistent support while delivering the highest level of customer service.

Essential Responsibilities

• Demonstrate a strong commitment to Schneller’s values and to maintaining high-quality products and processes.
• Serve as a member of the management team, contributing subject-matter expertise to the company’s strategic direction and leading projects as needed.
• Lead, coach, train, and develop direct and indirect reports to maximize business results, identify succession candidates, and create career-development opportunities.
• Manage the annual performance review process, ensuring that reviews for direct and indirect reports are completed on time and provide meaningful feedback.
• Assess staffing needs and maintain appropriate staffing levels and schedules across all locations.
• Develop and manage departmental budgets in alignment with global business objectives.
• Build effective cross-functional relationships that promote root-cause problem-solving, responsive communication, and continuous improvement in customer service.
• Lead the development, implementation, and continuous improvement of processes, procedures, and standards related to order entry, order-status updates, acknowledgments, quotations, and other customer service activities.
• Use the ERP system and other technology to reduce manual work, improve reporting, and increase the quality, efficiency, accuracy, responsiveness, and cost-effectiveness of customer service operations.
• Provide account management support for designated customers, as appropriate, to advance business objectives.
• Ensure compliance with applicable quality management systems, including developing, implementing, and overseeing customer service work instructions and business processes.
• Develop and maintain processes for accurately documenting customer specifications, requirements, contact details, and other essential customer information.
• Prepare routine and ad hoc reports to support business development, service objectives, monthly, quarterly, and annual planning, and the management of departmental metrics and performance.
• Assist the Accounting and Finance teams with credit and collection activities.
• Ensure that Customer Service team members are properly trained in and consistently follow export trade compliance and due-diligence procedures.
• Support the Export Compliance Officer with audits and the development or revision of departmental trade-compliance procedures.
• Assist the Vice President of Sales and Marketing with special projects related to business development, sales, and associated functions.

Education and Experience

• Bachelor’s degree in business or a related field and at least three years of customer service management experience, including responsibility for direct reports across multiple locations; or at least five years of customer service management experience without a degree.
• At least three years of customer service experience in a build-to-order manufacturing environment involving complex products is preferred.
• At least three years of experience in a highly regulated industry, including exposure to quality-certification environments, is preferred.
• Experience working with international customers and employees is strongly preferred.

Qualifications

• Exceptional interpersonal, leadership, and communication skills, with the ability to build relationships at all organizational levels, collaborate effectively with a team, and work independently.
• Strong business judgment and the ability to apply cross-functional business knowledge while making ethical decisions that serve the mutual best interests of the customer and the company.
• A highly responsive, customer-focused approach and a demonstrated ability to promote cross-functional collaboration in support of world-class service.
• Excellent attention to detail, organization, and prioritization skills, with the ability to manage quality-critical information and competing priorities in a fast-paced environment.
• Proficiency with ERP systems—Syteline experience is preferred—and Microsoft Office applications.
• Ability to understand and interpret detailed customer specifications and requirements.
• Strong root-cause analysis and problem-solving capabilities, including the ability to develop and implement effective corrective actions.
• Working knowledge of manufacturing, engineering, supply chain, and technical systems as they relate to customer service.
• Knowledge of applicable employment- and product-related laws and regulations.
• Ability to travel internationally approximately 10% of the time.
• To comply with U.S. export-control regulations, including ITAR §120.15 and EAR Part 772, candidates must be eligible to obtain any required authorization from the U.S. government.