Customer Service Manager H/F Saint Gobain

Why do we need you?

Role Summary:

This role will lead the Customer Service function within a manufacturing environment. The incumbent will lead digital tool development and implementation in support of customer service improvements and effectiveness. The position will ensure the efficient handling of customer inquiries, order processing, and issue resolution. This role supports strategic commercial goals, integrates closely with production and technical teams, and enhances customer satisfaction.

Our products are targeted towards technical aerospace and similar markets, so the ideal candidate will have interest in and passion for technical challenges to understand the manufacturing processes of our products and economical drivers impacting their cost.

The individual is a highly motivated liaison between our customers, sales teams, manufacturing, and engineering departments. Leading a team of two Customer Service Representatives, this role supports the sales process by providing order status updates, product knowledge, account support, and quote preparation.

The individual ensures customer requirements are fully understood and met, while driving business process improvements, workflow standardization, and enhanced customer engagement. This role is also instrumental in coordinating new customer and new part onboarding.

Customer Relationship Management

Develop and maintain strong, long-term relationships with key customers.
Support the team as needed for complex customer issues
Develop and manage digital pricing tools for various products produced on site, including annual price revisions.
Closely work with product managers to improve our pricing strategy that includes market variations and product competitiveness
Deliver exceptional service by actively listening and identifying the best solutions for customers
Provide accurate pricing and lead time quotations

Team Leadership

Support the Customer Service team to set performance objectives, monitor KPIs, and ensure high service standards.
Develop training and development plans aligned with operational needs.
Works across the organization with partner sites i.e. Europe and Asia to share best practices, develop processes, and support our customers with world class service.
Lead customer onboarding through credit and internal systems

Operational Excellence and Continuous Improvement

Oversee end-to-end order management processes from quote to delivery.
Use technical knowledge to interpret and communicate product specifications and manufacturing capabilities to customers.
Drive process improvements to ensure a customer-centric
Identify opportunities to streamline and automate service processes.
Monitor key metrics (e.g., lead times, complaints, quote turnaround time, backlog of customer requests) and implement improvements

Sales Support

Lead customer onboarding through credit and internal systems
Provide accurate pricing and lead time quotations
Support and implement global pricing initiatives
Developing quotes to customers using digital tools such as Sales Force

Reporting and Compliance

Prepare and present regular reports on customer service metrics and improvement initiatives to senior management.
Ensure compliance with relevant regulatory and quality standards (e.g., AS9100; IATF16949, aerospace and space industry-specific norms

Is this job for you?

Bachelor's Degree in Business Administration/Marketing/Engineering (Engineering Discipline Preferred). Master's Degree a plus
3+ years experience in sales, customer services management/leadership role
3+ years working in a Manufacturing Environment
2+ years proven experience in digital tool implementation
3+ years of direct customer contact and communication
3+ years experience in direct field sales of engineered products to OEM accounts and customer service
Excellent communication, presentation, excel, and organizational skills
Knowledge of Customer Relationship Management (CRM) Software