Customer Service Manager

Overview:

The Customer Service Manager leads the Customer Service operations based in the Budapest Shared Service Center, directly managing 5 Customer Service Team Leads and 1 Consignment Coordinator, reporting to the Senior Manager Customer Service EMEA. This role is pivotal in driving operational excellence, customer satisfaction, and continuous improvement across the region.

The manager is responsible for aligning the customer service function with regional business strategies, ensuring high-quality service delivery at optimal cost, and maintaining compliance with internal and external standards. As a key escalation point for customer issues, the role requires strong problem-solving skills and a proactive approach to implementing corrective actions.

In addition to operational leadership, the role emphasizes talent development through coaching, mentoring, and succession planning. The Customer Service Manager collaborates closely with cross-functional teams including Logistics, Sales, and S&OP, ensuring seamless communication and execution across the supply chain.

Success in this role is measured by achieving service KPIs, fostering a culture of continuous improvement, and building strong relationships with internal stakeholders and key customers.

Responsibilities:

YOU will be involved in the following tasks: - Leads the CS organization in Budapest supporting regional strategy implementation and coordination of operations - Leads directly 5 Customer Service Teamleads and 1 Consignment Coordinator (6 direct reports) - Leads indirectly 49 Customer Service Representatives covering EMEA customers out of the Budapest Shared Service Center - Meet productivity and quality metrics for delivery at expected cost for the service level chosen by the businesses - Drive internal and external customer satisfaction - Point of escalation for customer complaints and responsible to implement corrective action. - Ensure compliance of department to safety targets, ISO and Sarbanes Oxley. - Mentoring and Coaching of CS teamleads - Identification and development of key talents in the team - Maintains and ensures key internal relationships - Accountable for driving continuous process improvement to simplify and standardize, reduce non-value added activities and costs, increase productivity and achieve customer service targets.     

Key deliverables / Expectations:

- Build and maintain relationships with Logistic team, Regional Sales Managers, S&OP as well as key customers - Ensure team adheres to company business rules and processes - Meet/exceed monthly KPI metrics and objectives for the team - Understand the supply network and be updated about processes and changes in the organization  

Qualifications:

What YOU will bring to the team:

- MA/BA degree - Leadership experience (direct and indirect preferred) - Experience in Customer Service or related field (5-8 years) - Fluent English, German or French are a plus - MS-Office skills proficient - SAP/Salesforce knowledge is an advantage - Positive, pro-active personality  

Skills:

- Ability to work in a global fast paced and complex environment

- Good interpersonal and leadership skills - Strong problem solving skills - Ability to build relationships - Being flexible and adaptable to change - Good communication skills - verbal, written, and listening  

In exchange we offer YOU the following benefits:

• Cafeteria and Private Health Care Insurance

• Flexible working arrangements and home office possibilities

• Structured onboarding support

• Diverse career paths (people management, subject matter expert)

• Development opportunities (free language courses, online learning courses)

• Company events, CSR activities and possibility to join social groups

About Celanese

Celanese Corporation is a global chemical leader in the production of differentiated chemistry solutions and specialty materials used in most major industries and consumer applications. Our businesses use the full breadth of Celanese's global chemistry, technology and commercial expertise to create value for our customers, employees, shareholders and the corporation. As we partner with our customers to solve their most critical business needs, we strive to make a positive impact on our communities and the world through The Celanese Foundation. Based in Dallas, Celanese employs approximately 13,300 employees worldwide and had 2022 net sales of $9.7 billion.

About CBS

CBS (Celanese Business Solutions) Budapest is more than a shared service center. In our team, you'll be a true partner to Celanese, a leading chemistry company, and join us in improving the world through innovation. You'll bring world-class solutions to our customers by our end to end processes, and your great ideas will be welcome. You'll have career defining moments helped by our culture of continuous improvement, and as one of our best talents, you'll grow through cross-functional and international opportunities. You'll feel like you belong in our diverse community. You'll enjoy our commitment to wellbeing, flexible working conditions and our exceptional green office that guarantee a great work experience every day. You'll be able to balance your priorities and focus on what matters to you the most. Wherever you may be in your personal and professional journey – you'll always find your place at Celanese

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