Customer Service Manager

We are looking for a Customer Service Manager who combines strategic vision with a hands-on approach to operational excellence. This role is key to shaping the customer experience, fostering strong internal collaboration, and ensuring seamless execution across the organization. The successful candidate will lead a multi-location customer service team (Hungary, Germany, and the Netherlands), while also spearheading a transformation project to re-shape customer service into a more strategically aligned function with our different markets. Strong collaboration with Sales and Finance will be essential to deliver exceptional support and sustainable growth.

Key Responsibilities:

Strategic Leadership

• Define and execute the customer service strategy aligned with overall business objectives
• Lead a project to redesign and elevate the customer service function, ensuring closer alignment with the specific needs of different markets and business segments
• Act as a key stakeholder in cross-functional discussions, bringing the voice of the customer into business decisions
• Collaborate with senior leaders in Sales, Finance, and Operations to optimize the order-to-cash process and strengthen customer relationships
• Develop and report on customer service KPIs, using data to influence strategic improvements

Multi-Location Team Management

• Lead, mentor, and develop a distributed customer service team based in Hungary, Germany, and the Netherlands
• Foster a culture of collaboration, accountability, and high performance across borders
• Ensure consistency in service standards, processes, and communication across all locations
• Travel occasionally to team sites to strengthen relationships and provide direct support

Operational Execution & Hands-On Involvement

• Oversee day-to-day customer service operations, ensuring order accuracy, timely responses, and efficient workflows
• Step into operational details when needed — supporting escalations, solving complex issues, or guiding process execution
• Partner with Sales on quotations, pricing, and order entry accuracy, and with Finance on credit management, payment terms, and dispute resolution

Customer Relationship & Continuous Improvement

• Serve as a senior point of contact for key customer escalations, ensuring rapid and effective resolution
• Build strong relationships with customers and internal stakeholders, positioning the team as a trusted partner
• Identify gaps in systems and processes, drive automation and efficiency, and implement best practices to enhance service delivery
• Champion customer-centric initiatives to increase satisfaction, loyalty, and long-term growth

Your Profile:

• Bachelor’s degree in business, Management, or related field (master’s degree is a plus).
• 7+ years of customer service or account management experience, with at least 3 years in a leadership capacity.
• Proven experience managing multi-country teams across different cultural environments.
• Strong ability to influence stakeholders across Sales, Finance, and Operations.
• Excellent communication, negotiation, and problem-solving skills.
• Proficiency with ERP/CRM systems and MS Office
• Analytical mindset with the ability to balance strategy and operational execution.

Personal Attributes:

• Strategic thinker who also embraces hands-on execution when necessary.
• Customer-centric with a strong drive for results.
• Collaborative leader skilled at uniting and motivating teams across geographies.
• Resilient and adaptable, thriving in a fast-paced, evolving environment.