Customer Service Manager, North America
DSJ Global is currently partnered with a leading engineered materials organization looking to bring on a Customer Service Manager, North America to define and lead the vision for a Customer Service organization across the Americas. This role serves as a key liaison between customers and internal teams, partnering closely with Sales, Fulfillment, Claims, Operations, and Product Development to deliver a high-quality customer experience.
This is an excellent opportunity for a customer-focused leader who enjoys building strong teams, optimizing processes, and driving service excellence in a complex, fast-paced environment.
What You Will Do
- Oversee daily customer service operations, including service level monitoring, task allocation, and timely execution
- Build and maintain strong customer relationships while contributing to overall commercial effectiveness
- Ensure high standards across all customer service activities through close collaboration with Sales, Production, Logistics, and other cross-functional partners
- Set clear strategy, direction, and expectations for the customer service team, particularly around order management and customer communication
- Foster accountability and a culture of ownership aligned with best practices
- Use KPIs to measure performance and provide constructive, timely feedback
- Leverage CRM systems (e.g., Salesforce), data tools (e.g., Power BI), and spreadsheets to inform decisions and drive continuous improvement
Who You Are
- Bachelor's degree in Business Administration, Management, Marketing, or a related field
- 5-7+ years of customer service experience, including people leadership or team management
- Experience in related industries such as paper, packaging materials, labeling, or engineered materials is a plus
- Familiarity with the Latin American business environment and/or working closely with customers and colleagues in Latin America; Spanish proficiency is strongly preferred
- Proven experience leading process improvement initiatives across service operations
- Strong working knowledge of CRM platforms, data analytics tools, AI-assisted tools, and related technologies
- Solid understanding of budgeting, financial principles, and P&L management
- Skilled at leading and implementing change while managing conflict constructively
- Experience holding teams accountable to key service KPIs (e.g., NPS, handle time, first-time resolution, order accuracy, reschedules)
- Background in leading and developing Order Entry operations, including people, processes, and tools
- Highly customer-centric, adaptable, and collaborative with strong communication skills
FAQs
Congratulations, we understand that taking the time to apply is a big step. When you apply, your details go directly to the consultant who is sourcing talent. Due to demand, we may not get back to all applicants that have applied. However, we always keep your resume and details on file so when we see similar roles or see skillsets that drive growth in organizations, we will always reach out to discuss opportunities.
Yes. Even if this role isn’t a perfect match, applying allows us to understand your expertise and ambitions, ensuring you're on our radar for the right opportunity when it arises.
We also work in several ways, firstly we advertise our roles available on our site, however, often due to confidentiality we may not post all. We also work with clients who are more focused on skills and understanding what is required to future-proof their business.
That's why we recommend registering your CV so you can be considered for roles that have yet to be created.
Yes, we help with CV and interview preparation. From customised support on how to optimise your resume to interview preparation and compensation negotiations, we advocate for you throughout your next career move.