Customer Services Manager

PURPOSE

The Customer Services Manager is responsible for managing and optimizing the end-to-end Order-to-Cash process, ensuring efficient order execution, service excellence and compliance with Group standards. The role acts as the key link between customers and internal functions and drives operational performance through proactive issue resolution, KPI monitoring, process control and continuous improvement initiatives.

MAIN RESPONSIBILITIES

· Lead, develop, and motivate the Customer Service team, ensuring high performance and customer focus.

· Manage the order-to-cash process to ensure timely and accurate fulfillment of customer orders , as well as effective monitoring and collection of customer payments.

· Monitor operational performance through defined KPIs. Oversee customer payment reconciliation activities, including payment matching, open balance management, and the issuance of credit and debit notes.

Oversee customer complaint management, ensuring root cause analysis, corrective actions, and effective communication with customers.

· Coordinate daily with Sales, Logistics, Production, Planning, and Finance departments to ensure efficient execution of customer requirements.

· Ensure accurate maintenance of customer data, pricing conditions and discounts, contracts in ERP/CRM systems.

· Prepare and analyze customer service reports, identifying trends, risks, and improvement opportunities.

· Lead continuous improvement initiatives to optimize customer service processes, reduce errors, and improve customer satisfaction.

· Promote the Corporate Principles and Values

VALUE PROPOSAL

Being part of an international team, in a challenging professional environment and a constant opportunity to learn&to develop alongside both senior and junior team members across continents is what defines Sofidel working environment.

With a particular attention to balancing personal and professional life and nurturing long term relationships, every team member finds in Sofidel opportunities to proudly value own abilities, attitudes and dreams.

The compensation package includes a competitive salary and performance bonuses, meal tickets, gift, holiday and transportation vouchers, flexibility and the chance to make a difference in a traditional industry navigating to state of the art technology.

OUR APPROACH TO COMPENSATION

We are committed to offering a fair and transparent compensation approach.

This role sits within a salary range of 12.000 and 15.000 RON gross monthly, defined based on internal equity and external market benchmarks. The final offer will be tailored, reflecting the selected candidate’s experience, skills, and overall contribution to the role.