Global Customer Service Manager - Supply Chain

Role & responsibilities

Order Management, Global Governance & Supply Chain Integration

• Establish global governance processes to ensure customer orders are accurately entered, validated, and executed across multiple Business Units and manufacturing locations. Ensure customer priorities are consistently reflected in planning, allocation, and fulfillment decisions.
• Drive standardization of order management processes and ensure alignment between Customer Service, Supply Chain, Planning, and Operations teams.
• Identify and eliminate systemic order management issues that negatively impact customer commitments, delivery performance, and business execution.
• Develop clear escalation paths and ownership models for sales order blocks, order exceptions, and execution issues to improve responsiveness and accountability.
• Partner with Supply Chain, Trade Compliance, Logistics, and Customer Service organizations to optimize Incoterm selection and fulfillment strategies that improve customer service while balancing cost and operational efficiency.
• Establish global customer segmentation and prioritization strategies based on revenue, strategic importance, growth potential, and service requirements.
• Drive visibility and accountability for order backlog management, order health, and customer commitment performance across regions and business units.

Integrated Supply Chain Performance

• Support new product introductions, customer transitions, and large-scale business initiatives requiring coordinated supply chain execution. Identify opportunities to provide better service to Key customers by region.
• Partner with Supply Chain, Operations, Customer Excellence, Sales, Quality, and Finance teams to develop and execute strategies that improve delivery performance and operational effectiveness.
• Influence decision-making across the organization to balance customer requirements with business objectives.
• Lead cross-functional initiatives focused on service improvement, capacity planning, inventory optimization, and operational efficiency.
• Identify systemic constraints impacting customer service performance and develop sustainable improvement plans.
• Lead initiatives focused on reducing lead times, improving fulfilment performance, and enhancing supply chain responsiveness.
• Establish and monitor key performance indicators including on-time delivery, backlog health, customer satisfaction, forecast accuracy, and customer scorecard performance.
• Utilize data analytics to identify trends, drive root-cause analysis, and implement corrective and preventive actions.
• Champion Lean, Six Sigma, and continuous improvement methodologies to improve processes, reduce complexity, and enhance customer outcomes.
• Ensure compliance with company policies, procedures, and delegated authority requirements.

Customer Delivery Performance

• Drive improvements in On-Time Delivery, requested-date performance, delivery accuracy, and order fulfillment effectiveness.
• Lead cross-functional reviews of customer delivery challenges and recovery plans.
• Ensure effective escalation management for critical customer service and supply chain issues.

Voice of Customer & Continuous Improvement

• Develop mechanisms to capture, analyze, and translate customer feedback into actionable improvements.
• Identify recurring customer pain points and drive corrective actions across the end-to-end value stream.
• Define and maintain a global customer prioritization framework that aligns service levels and supply chain decision-making with strategic business objectives.
• Partner with Sales, Product Management, and Supply Chain teams to ensure revenue impact, strategic importance, and customer commitments are appropriately considered in planning and allocation decisions.
• Drive governance processes for customer allocation, service prioritization, and constrained supply management during periods of limited capacity.
• Facilitate continuous improvement initiatives aimed at improving customer experience, service levels, and operational efficiency.
• Benchmark industry best practices and identify opportunities to strengthen competitive advantage.

Analytics & Business Insights

• Develop dashboards and business reviews focused on customer experience and supply chain performance.
• Analyse trends related to service performance, order fulfilment, customer feedback, and operational execution.
• Provide recommendations based on data insights to improve customer outcomes and business performance.
• Present findings and strategic recommendations to senior leadership teams.

Stakeholder Management & Influence

• Build strong partnerships Sales, Product Management, Procurement, Logistics, Sales, and Finance organizations.
• Influence decision-making through analytics, business cases, and customer-focused recommendations.
• Facilitate alignment across global teams to drive strategic priorities and service excellence initiatives.
• Support executive-level discussions regarding customer experience, operational performance, and business improvement opportunities.

Preferred candidate profile

• Minimum 10 years of progressive experience in customer demand management, supply chain, production planning, customer service, operations, or related functions.
• Minimum 3 years of people leadership experience managing high-performing teams.
• Experience supporting complex manufacturing environments, preferably within Automotive industry.
• Advanced experience with SAP, ERP systems, demand planning, and customer fulfilment processes.
• Strong proficiency in Microsoft 365 applications and data analytics tools.