Manager I, Commercial Customer Care

Join us as a Commercial Customer Care Manager and lead a team dedicated to delivering outstanding customer experiences.

You'll drive operational excellence, resolve complex challenges, and create lasting customer loyalty through proactive leadership and collaboration.

What will you do?


* Manage and coach a customer care team to deliver exceptional service across all communication channels


* Oversee the resolution of customer inquiries, orders, and escalated issues with a focus on efficiency and satisfaction


* Partner with internal teams to address service gaps, streamline processes, and implement customer-focused improvements


* Use data and customer insights to identify trends, conduct root cause analysis, and drive continuous service enhancements

What are the key skills we are looking for?


* Coaching - advanced level; developing team capabilities and driving performance through effective feedback and guidance


* Complaint management - advanced level; resolving escalated issues while turning challenges into loyalty-building moments


* Customer orientation - advanced level; anticipating needs and ensuring every interaction exceeds expectations


* Emotional intelligence - advanced level; reading situations and responding with empathy to build trust with customers and teams


* Product knowledge - advanced level; leveraging deep understanding to solve complex customer needs confidently


* Root cause analysis - advanced level; diagnosing systemic issues and implementing preventive solutions


* Communication - intermediate level; conveying information clearly across teams and to diverse customer audiences


* Continuous improvement - intermediate level; identifying opportunities and driving process enhancements that elevate service quality

What qualifications will make you successful?


* Bachelor's degree in Business Administration, Supply Chain, Customer Service, Operations, or a related field.


* 5+ years of experience in Customer Care, Customer Service, Claims Management, Order Management, or related operational environments.


* Proven leadership ability to inspire teams and drive results in a customer-focused environment


* Demonstrated experience driving customer experience improvements and leading process improvement initiatives.


* Strong problem-solving skills with the confidence to tackle non-routine challenges independently (managing customer claims, escalations, and complex issue resolution)


* Advanced experience with ERP and CRM platforms such as SAP, Salesforce, and/or BFO (Business Force One).


* Advanced English proficiency (written and verbal).


* Collaborative approach that builds trust and effective working relationships across functions


* Adaptability and resilience to manage competing priorities while maintaining high service standards

What's in it for me?


* Lead a high-impact team where your work directly influences customer loyalt...