Customer Service Manager

We are looking for a Customer Service Manager who combines strategic vision with a hands-on approach to operational excellence. This role is key to shaping the customer experience, fostering strong internal collaboration, and ensuring seamless execution across the organization. The successful candidate will lead a multi-location customer service team (Hungary, Germany, and the Netherlands), while also spearheading a transformation project to re-shape customer service into a more strategically aligned function with our different markets. Strong collaboration with Sales and Finance will be essential to deliver exceptional support and sustainable growth. Key Responsibilities:  Strategic Leadership Define and execute the customer service strategy aligned with overall business objectives Lead a project to redesign and elevate the customer service function, ensuring closer alignment with the specific needs of different markets and business segments Act as a key stakeholder in cross-functional discussions, bringing the voice of the customer into business decisions Collaborate with senior leaders in Sales, Finance, and Operations to optimize the order-to-cash process and strengthen customer relationships Develop and report on customer service KPIs, using data to influence strategic improvements Multi-Location Team Management Lead, mentor, and develop a distributed customer service team based in Hungary, Germany, and the Netherlands Foster a culture of collaboration, accountability, and high performance across borders Ensure consistency in service standards, processes, and communication across all locations Travel occasionally to team sites to strengthen relationships and provide direct support Operational Execution & Hands-On Involvement Oversee day-to-day customer service operations, ensuring order accuracy, timely responses, and efficient workflows Step into operational details when needed — supporting escalations, solving complex issues, or guiding process execution Partner with Sales on quotations, pricing, and order entry accuracy, and with Finance on credit management, payment terms, and dispute resolution Customer Relationship & Continuous Improvement Serve as a senior point of contact for key customer escalations, ensuring rapid and effective resolution Build strong relationships with customers and internal stakeholders, positioning the team as a trusted partner Identify gaps in systems and processes, drive automation and efficiency, and implement best practices to enhance service delivery Champion customer-centric initiatives to increase satisfaction, loyalty, and long-term growth Your Profile: Bachelor’s degree in business, Management, or related field (master’s degree is a plus). 7+ years of customer service or account management experience, with at least 3 years in a leadership capacity. Proven experience managing multi-country teams across different cultural environments. Strong ability to influence stakeholders across Sales, Finance, and Operations. Excellent communication, negotiation, and problem-solving skills. Proficiency with ERP/CRM systems and MS Office  Analytical mindset with the ability to balance strategy and operational execution. Personal Attributes:  Strategic thinker who also embraces hands-on execution when necessary. Customer-centric with a strong drive for results. Collaborative leader skilled at uniting and motivating teams across geographies. Resilient and adaptable, thriving in a fast-paced, evolving environment.