Customer Support

• Lead the customer service strategy in Israel and translate company vision into measurable departmental objectives
• Directly manage Project Managers and Team Leads across VMI and One Source operations
• Develop and maintain strong relationships with strategic customers, ensuring high levels of satisfaction
• Identify and drive business development opportunities within existing customer accounts
• Manage ongoing customer interactions, including meetings, business reviews, and status updates
• Handle complex escalations and provide structured, long-term solutions
• Ensure compliance with KPIs, SLAs, and service performance targets
• Analyze operational performance and produce management reports to support decision-making
• Drive continuous improvement initiatives and optimize cross-functional processes (Operations, Purchasing, Logistics, etc.)
• Collaborate with global stakeholders across the organization
• Lead training, coaching, and development of managers and teams
• Ensure adherence to processes, policies, and data integrity standards
• Manage workload distribution and prioritization at the departmental level
• Oversee resource planning aligned with business needs
• Perform additional duties as assigned

Senior Operational Key Account Manager, Customer Service Manager VMI – One Source

• Works collaboratively with the Global One Source team, both domestically and internationally, to develop a comprehensive understanding of client business needs.
• Supports and adheres to One Source Policies & Practices.
• Coordinates the customer's order and request for quotation for internal processing.
• Utilizes, understands, and maintains all customer-required web interfaces related to both order and quotation processes.
• Validates the completeness and reasonableness of customer-provided data for both orders and quotations.
• Initiates the internal processing of orders and sourcing through the respective processes.
• Generates Customer Quotations and communicates them to customers according to their requirements.
• Maintains the validity of tools within the ERP system.
• Acts as the primary point of contact for customer requests, status updates, and pricing discussions.
• Manages the day-to-day business relationship with customers, serving as the interface between customers and operations.
• Responsible for customer pricing, including utilizing the quotation process and considering customer-specific rules to develop pricing within the ERP system.
• Coordinates quoting strategy with the Purchasing Team through analytics comparing quote expiration and historic purchase order activity.
• Manages Sales Order status to ensure timely release of corresponding Purchase Orders.
• Identifies and communicates discrepancies between POs and Customer Quotes to clients and ensures resolution.
• Ensures due date commitments are aligned between internal POs, SOs, and client POs.
• Monitors SO due date reports to ensure planned shipments and escalates any late shipments.
• Coordinates One Source shipping schedules and manages customer requests to cancel orders or expedite critical orders.
• Monitors change management to understand causes and assists the Customer Service Data Integrity Team with the approval process when necessary.
• Manages receiving exceptions and customer invoice mismatches, identifying root causes and implementing solutions.
• Runs reports from the ERP system, exports to Excel, and analyzes data accordingly.
• Supports KPI management and reporting.
• Works in a team environment, requiring interaction with Managers and other functional areas.
• Guides new hires and interns during their training process.

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Senior Operational Key Account Manager, Customer Service Manager VMI – One Source

Customer Service Specialist