Cluster Customer Service Manager

We are looking for an experienced and people-focused Cluster Customer Service Manager to lead our customer service operations across multiple sites in Hungary. This role plays a key part in ensuring excellent customer experience, supporting commercial activities, and driving operational efficiency.

Responsibilities

Lead and develop the customer service teams across the Hungarian cluster, ensuring efficient day-to-day operations; Monitor and continuously improve customer service processes and performance (including KPIs such as OTIF, customer satisfaction, and receivables); Collaborate closely with Sales, Operations, Quality, and Finance to ensure seamless service delivery; Oversee order management processes and optimize order book handling to support production efficiency; Ensure accurate and compliant invoicing processes and documentation management; Track and improve customer satisfaction at cluster level and initiate corrective actions where needed; Manage inventory strategies, monitor stock levels, and support working capital targets; Support internal and external financial audits and month-end closing activities; Drive continuous improvement initiatives and proactively solve operational challenges; Act as process owner for relevant management systems and support their continuous development; Promote customer requirement awareness and ensure compliance with BRCGS and related standards; Participate in risk assessments and support corrective and preventive actions related to customer complaints

Requirements

University degree, preferably in a relevant field; Proven leadership experience in customer service, sales, or a related function; Strong process mindset and systems knowledge; Excellent communication and problem-solving skills; Strategic thinking with a commercial and cost-conscious approach; Good understanding of customer service models and operational processes; Ability to work proactively and make independent decisions; Fluent English and native-level Hungarian (both written and spoken)

Nice to have

Experience in manufacturing or packaging industry

Benefits

A key leadership role with responsibility across multiple sites; Opportunity to shape and improve customer service operations at cluster level; Home-office opportunity