Customer Service Manager

Element Solutions Inc

Customer Service Manager overseeing EMEA customer service operations for MacDermid Alpha Electronics Solutions. Focusing on order fulfillment, team leadership, and customer satisfaction.

Posted 7/1/2026full-time🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead, coach, and develop a team of customer service individual contributors
Set clear performance expectations aligned to service KPIs and customer experience standards
Conduct regular performance reviews, development planning, and succession identification
Build a collaborative, accountable, and customer-centric team culture
Ensure consistent execution of customer service processes (order entry, order changes, delivery coordination, issue resolution, credit/return workflows)
Monitor and improve service KPIs (e.g., OTIF support, order accuracy, response time, case resolution)
Identify process gaps and drive continuous improvement within the region
Ensure accurate use of systems (e.g., ERP, CRM, case management tools)
Serve as the escalation point for complex or high-impact customer issues
Partner with Regional Sales and Account Management to support customer retention and growth
Translate customer feedback into actionable operational and process improvements
Ensure adherence to company policies, compliance requirements, and internal controls
Support audits, data accuracy, and documentation standards

Requirements

What you’ll need

Strong experience in customer service or order management within a B2B or manufacturing environment (chemical industry experience desirable).
In-depth understanding of order-to-cash processes, logistics coordination, and customer fulfillment.
Experience managing service KPIs and driving performance improvements.
Experience with ERP systems (e.g. SAP) and CRM tools.
Familiarity with digital tools for customer service and process automation.
Proven experience leading and developing customer service teams.
Strong stakeholder management and influencing skills.

Benefits

Comp & perks

25 days holiday (plus Bank Hols)
Generous annual bonus program
Private medical insurance
Healthcare Cash Plan and Employee Assistance Programme
Life assurance
Enhanced Company pension
Free on-site parking
Shopping discounts

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Order ManagementLogistics CoordinationPerformance ImprovementProcess AutomationIssue Resolution

Soft Skills

CoachingCollaborationAccountabilityInfluencing Skills