Job Title: Customer Service Manager Business Unit: Thiochemicals Location: Radnor, PA JOB SUMMARY We are seeking an engaging and motivated Customer Service Manager to inspire and guide a team responsible for delivering an exceptional customer experience across high-volume, order-driven processes. This role sits at the center of our customer operations and is responsible for leading end-to-end order management, strengthening customer relationships, and ensuring a seamless quote-to-cash experience. The position directly supports revenue generation by overseeing transactional order workflows tied to multiple manufacturing sites. The Customer Service Manager will mentor and develop a team of Customer Service Representatives while managing escalations, optimizing workflows, and driving continuous improvement across systems and processes. This role operates in a fast-paced environment and requires close collaboration with Sales, Supply Chain, Logistics, Finance, and shared service teams. This role offers the opportunity to lead a critical function that directly impacts customer experience and business performance. You will play a key role in shaping team culture, improving processes, and strengthening customer partnerships while developing your leadership capabilities. KEY RESPONSIBILITIES Team Leadership • Lead, coach, and develop a team of Customer Service Representatives to ensure high performance and customer satisfaction. • Create a positive, accountable, and collaborative team environment that fosters growth and engagement. • Conduct regular team and individual meetings to provide feedback, training, and performance management. • Monitor daily workload and allocate resources effectively based on order volume and priorities. • Train team members on complaint management procedures, systems, and business processes. Order Management and Customer Support • Oversee the full order management lifecycle, ensuring accurate and timely order entry and processing (within 24 hours). • Act as the primary escalation point for complex or high-impact customer issues. • Provide real-time support on pricing, product availability, delivery schedules, and shipment status. • Manage complex order scenarios including VMI, consignment, and multiple supply chain models. • Monitor SAP order flows, troubleshoot lifecycle issues, and ensure proper customer master data and output settings (acknowledgements, ASN, invoices, COAs). • Oversee debit, credit, and residual transaction processing. Business and Supply Chain Collaboration • Partner with Supply Chain, Sales, Logistics, Finance, and Credit teams to support business objectives. • Analyze and report KPIs related to customer service performance (residuals, complaints, adjustments). • Support accounts receivable and collections activities in coordination with Finance. • Contribute to forecasting, reporting, and inside sales or import/export processes as needed. Networking and Continuous Improvement • Identify and implement process improvements to enhance efficiency, accuracy, and customer experience. • Represent the team in Customer Service Leadership meetings and cross-functional forums. • Partner with Business Process Optimization teams on Quote-to-Cash, Master Data, and Purchase-to-Pay initiatives. • Share best practices and help standardize processes across teams and systems. Training & Development • Support onboarding and continuous learning for team members. • Attend training on systems, tools, and service protocols and apply knowledge across the team. • Foster a culture of continuous improvement and professional development. EXPERIENCE & QUALIFICATIONS REQUIRED Education: Bachelor’s degree required, preferably in Business or Supply Chain. Experience, Qualifications & Skills: • 5+ years of customer service, supply chain, or related experience. • 2+ years of leadership or mentoring experience. • Experience in high-volume, order-driven environments (e.g., VMI, consignment) preferred. • Strong leadership, communication, and customer management skills. • Proven ability to manage escalations and build trusted relationships. • Subject matter expertise in order management and customer operations. • Advanced SAP skills required; intermediate Microsoft Office (Excel, Word, PowerPoint). • Strong analytical, problem-solving, and cross-functional collaboration skills. • Ability to manage complex orders, troubleshoot issues, and drive process improvements. • High attention to detail with strong prioritization and follow-through. • Proactive, solutions-oriented mindset. • Commitment to safety, compliance, and teamwork.