Company Overview:

We are a leading global manufacturer of advanced electrical components for the automotive industry, partnering with major OEMs to deliver high-quality, innovative solutions. Our commitment to operational excellence and customer satisfaction drives our success across global markets. We are seeking a highly experienced Senior Manager of Customer Service to lead our customer-facing operations and support our continued growth and quality standards.

Position Summary:

The Senior Manager – Customer Service will lead the customer service organization, ensuring exceptional service delivery, strong client relationships, and alignment with customer and business objectives. This role requires deep industry knowledge, strong leadership capabilities, and extensive experience managing complex technical and quality-related customer demands within the automotive sector. The ideal candidate will bring a customer-centric mindset and a strategic approach to drive performance, compliance, and long-term customer satisfaction.

Key Responsibilities:

• Lead and manage the Customer Service team, ensuring responsiveness, accuracy, and proactive communication with key clients, particularly OEMs.
• Oversee the end-to-end customer service process, from order management to issue resolution, aligning with production, logistics, and commercial teams.
• Ensure customer requirements are clearly understood, documented, and fulfilled across internal functions.
• Manage and continuously improve the use of customer-specific portals, ensuring real-time and compliant data exchange.
• Serve as a primary escalation point for major customers and lead resolution of complex service and technical concerns.
• Collaborate closely with quality, engineering, and manufacturing teams to address customer product audits, claims, and technical inquiries.
• Support and lead activities related to supplier quality, product technical requirements, and customer product audits.
• Monitor and report customer satisfaction metrics and service KPIs; identify improvement areas and implement corrective actions.
• Drive and support customer-related project development, launches, and implementation in coordination with cross-functional teams.
• Maintain strong awareness of IATF 16949 and VDA 6.3 compliance as it relates to customer service and quality standards.
• Develop, coach, and retain a high-performing team capable of supporting global OEM clients under demanding schedules and expectations.

?Requirements:

• Bachelor's degree in Engineering, Business Administration, or related field (Master's degree preferred).
• Minimum of 10 years of experience in Customer Service roles, with at least 10 years in managerial or leadership positions, ideally in the automotive sector.
• Proven experience working directly with OEM clients in the automotive industry.
• In-depth knowledge of automotive customer portals, processes, and communication platforms.
• Strong understanding of supplier quality standards, product technical specifications, and product audits.
• Demonstrated ability to manage and develop high-performing customer-facing teams.
• Extensive experience in project development and execution, particularly related to new product launches or change implementation.
• Solid knowledge of IATF 16949, VDA 6.3, and other automotive quality systems and standards.
• Advanced problem-solving skills, with a strategic, process-oriented mindset.
• Fluent in English (written and spoken); additional languages are a plus.
• Excellent interpersonal, negotiation, and communication skills.
• Willingness to travel as required by customer and business needs.