Freudenberg Nonwovens, LP

Global Customer Service Manager (f/m/d)

Freudenberg Nonwovens, LP • $90K — $120K *
City Of Industry, CA 91714In-Person
Food & Beverages
5 - 7 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • Minimum 6 years in Customer Service / Customer Care, including 4+ years in leadership
  • Experience in the food or flavor industry with international exposure
  • Strong leadership and team-building abilities
  • Proven success in a dynamic, fast-paced environment
  • Knowledge of food safety standards and regulatory compliance
  • Proficiency in supply chain support within a manufacturing context
  • Excellent communication and organizational skills
  • Extensive experience with MRP/ERP systems

Responsibilities

  • Lead and manage the customer service team for B2B clients; oversee the order to cash process
  • Coordinate order management, pricing, sample requests, and delivery schedules while collaborating with various internal teams
  • Serve as the main contact for addressing customer complaints and inquiries, ensuring effective resolution
  • Monitor and improve KPIs, including OTIF (On-Time-In-Full), order accuracy, and customer satisfaction
  • Drive continuous improvement initiatives to enhance customer experience and operational efficiency
  • Support pricing strategies through reviews and maintain pricing documentation
  • Prepare performance reports and manage customer forecasts; provide updates to management

Benefits

  • Opportunity to influence customer service culture in a leading company
  • Engagement with diverse teams across the business
  • Focus on continuous improvement and professional development
  • Role provides insights into multiple aspects of business operations
  • Chance to work in a fast-paced, adaptable environment
  • Opportunity to lead a dedicated customer service team and make significant impacts
Full Job Description
Responsibilities:

  • Lead and manage the customer service team handling B2B customers; manage order to cash process
  • Oversee order management, pricing coordination, sample requests, inquiries and delivery schedules. Works closely and collaboratively with Customers as well as Sales Managers, R&D, Finance, Innovation, Marketing, Quality, Regulatory and Operations Teams.
  • Serve as primary contact and support for customer complaints, inquiries, quality issues, and service disruptions to ensure timely resolution and communication.
  • Monitor and drive improvement in KPIs such as OTIF (On-Time-In-Full), order accuracy, and customer satisfaction
  • Implement continuous improvement initiatives to enhance customer experience and improve efficiency
  • Support pricing team in customer pricing reviews. Support BPF customer pricing and providing quotations needed. Maintain price lists, contracts, fsa's
  • Ensure Customer Care consistently delivers excellent service.
  • Prepare local and corporate performance reports, manage customer forecasts and fsa's with internal teams; provide management updates
  • Lead Customer Care integration with corporate teams (CAPOL) and represent BPF in integration activities.
  • Support customer requests and inquiries from BPF Web Site
  • Guide customers through the order to cash process as needed.
  • Drive commercialization process to reduce cycle time and increase customer satisfaction
  • Communicate timely & effectively with international locations & partners and customers regarding orders, demand, issues, delays
  • Provide support to Purchasing Manager during PTO or absence
  • Other duties as assigned


Qualifications:

  • Minimum 6 years in Customer Service / Customer Care, including 4+ years in leadership
  • Food or flavor industry & international market experience
  • Strong leadership, coaching, team building and mentoring skills
  • Successful performance in a fast-paced changing environment
  • Experience supporting purchasing or supply chain functions in a manufacturing setting
  • Knowledge of food safety standards, documentation, and regulatory compliance
  • Ability to balance customer priorities with production and supply constraints
  • Excellent organizational, problem solving, decision-making, oral and written communication skills
  • Strong math skills
  • Extensive experience with MRP/ERP system & other business systems
  • Proven ability to perform in fast paced, changing environments and manage competing priorities


Blue Pacific Flavors Inc.

About Freudenberg Nonwovens, LP

Freudenberg Nonwovens is a leading manufacturer of nonwoven fabrics for a variety of industries, including automotive, construction, filtration, healthcare, and hygiene. The company's products are used in a wide range of applications, from air and liquid filtration to wound care and feminine hygiene. Freudenberg Nonwovens is a subsidiary of the Freudenberg Group, a global technology company with operations in more than 60 countries. The company was founded in 1849 and is headquartered in Weinheim, Germany. Freudenberg Nonwovens has manufacturing facilities in North America, Europe, and Asia.
Learn more about Freudenberg Nonwovens, LP
Size
2,000 employees
Industry
Manufacturing & Automotive
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Freudenberg Nonwovens, LP

More Food & Beverages Jobs

Find similar Global Customer Service Manager (f/m/d) jobs:

NationwideCity Of Industry, CA