{"id":1584363,"url":"https://alion.io/job/brenntag-customer-service-manager","title":"Customer Service Manager","company":{"id":453210,"name":"Brenntag","domain":"brenntag.com","url":"https://alion.io/company/brenntag","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":41,"ghost_share":0,"stale_share":0.902,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Jakarta, Indonesia"],"countries":["ID"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":23000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4263},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":false}],"status":"closed","first_seen_at":"2026-07-21T00:00:00Z","employer_posted_date":"2026-07-21","last_verified_at":"2026-10-20T00:01:38Z","board_verified":false,"closed_at":"2026-10-20T00:01:38Z","days_open":91,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":91},"description":"Your Role\nThe Customer Service Manager leads the customer service function to ensure efficient order management, high service levels, and a consistent customer experience. The role oversees order-to-delivery coordination, manages customer escalations, and collaborates closely with commercial and supply chain teams to ensure reliable order execution while driving process improvements and a customer-centric culture across the organization.\nResponsibilities\nKey Responsibilities\nCustomer Service Leadership\nLead, develop, and manage the customer service team to deliver high-quality service and meet defined service level agreements (SLAs).\nEstablish a strong customer-centric culture focused on responsiveness, accuracy, and reliability.\nDevelop team capabilities through coaching, training, and performance management.\nDrive workforce planning, capability development, and succession planning within the team.\nEnsure customer service practices align with industry standards and best practices while proactively identifying opportunities to enhance processes and service capabilities.\nOrder Management and Fulfillment\nOversee the end-to-end order management process from order receipt through delivery and invoicing.\nEnsure accurate and timely order entry, confirmation, and tracking.\nCoordinate closely with logistics, warehouse, and planning teams to ensure smooth order fulfillment.\nManage customer-specific requirements including delivery schedules, documentation, and regulatory compliance.\nProactively manage order exceptions, shortages, and allocation situations to minimize customer impact.\nCustomer Relationship Management\nServe as the escalation point for complex customer inquiries, complaints, and service issues.\nPartner with commercial teams to support key accounts and strategic customers.\nMaintain strong relationships with customers to understand service expectations and continuously improve customer experience.\nDrive proactive communication with customers regarding order status, delivery schedules, and potential disruptions.\nService Performance and KPIs\nMonitor and manage customer service KPIs, but not exhaustive:On-time-in-full OTIF delivery\nOrder accuracy\nCustomer satisfaction\nResponse time\nCS Productivity\n\nAnalyze service performance trends and identify root causes of service failures.\nImplement corrective actions and continuous improvement initiatives to enhance service performance.\nCross-Functional Collaboration\nWork closely with Commercial, Supply Chain, Finance, and Operations to ensure alignment on customer priorities and commitments.\nSupport commercial initiatives by ensuring operational readiness for new customers, product launches, and market expansions.\nActively participate in meeting with relevant stakeholders to align customer demand with operational capabilities.\nFacilitate effective communication between internal functions to resolve operational issues impacting customers.\nProcess Improvement and Systems\nDrive process standardization and improvement initiatives within customer service operations.\nEnsure effective utilization of ERP and CRM systems for order management, reporting, and customer data management.\nIdentify opportunities for automation, digitalization, and system enhancements to improve service efficiency and accuracy.\nSupport implementation of regional or global system upgrades and digital transformation initiatives.\nCompliance and Governance\nEnsure compliance with company policies, safety standards, and regulatory requirements relevant to order processing and chemical distribution documentation.\nEnsure accurate and compliant documentation for all customer service activities, maintaining proper records and documentation controls to support audit readiness\nBusiness Continuity and Risk Management\nSupport business continuity planning by identifying operational risks, implementing mitigation strategies, and coordinating stakeholders to maintain customer service operations during disruptions.\nRegional Alignment and Strategic Initiatives\nEnsure alignment with regional customer service strategies, policies, and operating standards while supporting regional service improvement initiatives, transformation programs, and operational projects.\nProvide country-level insights and performance to regional leadership.\nFinancial and Operational Impact\nSupport working capital management by ensuring timely invoicing, order accuracy, and dispute resolution.\nCollaborate with relevant stakeholders to minimize order-to-cash cycle delays and address service-related cost drivers through initiatives that improve operational efficiency.\nAdditional Responsibilities\nPerform other duties as assigned to support business objectives.\nYour Profile\nEducation\nBachelor’s degree in business administration, Supply Chain Management, Logistics, or a related discipline.\nExperience\n8-12 years of experience in customer service, order management, or supply chain operations.\nMinimum 3-5 years of experience in a leadership or managerial role.\nPrior experience in chemical distribution, manufacturing or B2B industrial environments is preferred.\nManage Sales order Management in SAP and Power BI and Sales force.\nBrenntag TA Team","description_format":"text","description_chars":5190,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Manufacturing","Mechanical Components & Fasteners","Paper & Pulp 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