Element Solutions Inc
Customer Service Manager
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Customer Service Manager (Regional) – Micromax, EMEA
Challenge Yourself and Impact the Future!
MacDermid Alpha Electronics Solutions, a business segment of Element Solutions Inc (NYSE: ESI), is a global leader in revolutionizing the electronics industry with a 100-year legacy driven by excellence, reliability, and sustainability in electronic materials.
Our solutions include:
- Wafer Level Packaging: Enhancing efficiency and performance in wafer fabrication
- Circuitry Solutions: Tailored approaches for modern circuitry demands
- Electronics Assembly Solutions: Innovating in semiconductors, SMT, and power electronics
- Advanced Materials & Joining: Polymer and metal joining for optimal circuit performance
- Film & Smart Surface Solutions: Cutting-edge materials for enhanced functionality
- Micromax: High-performance inks and pastes for specialized electronics applications
Across industries like automotive, consumer electronics, AI, telecom, and data storage, we empower manufacturers with high-quality solutions, fostering a competitive and sustainable supply chain.
About the Role
We are seeking a customer-focused and results-driven Customer Service Manager to lead our regional customer service operations within Micromax, EMEA. This role demands a leader who balances operational excellence with exceptional customer experience in a supply-driven environment, ensuring:
- Reliable order fulfillment
- Strong customer relationship management
- Alignment with business, regulatory, and commercial expectations
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The ideal candidate will connect customers seamlessly with internal processes, driving performance and compliance.
Key Responsibilities
People & Team Leadership
- Lead, coach, and develop a team of Customer Service Specialists
- Define clear performance expectations aligned with service KPIs and customer satisfaction standards
- Conduct performance reviews, development planning, and succession identification
- Foster a collaborative, customer-centric team culture
Operational Execution
- Ensure consistent execution of customer service processes (e.g., order entry, changes, delivery coordination, issue resolution, credits/returns)
- Monitor and improve service KPIs (e.g., OTIF, order accuracy, response time, case resolution)
- Identify process gaps and drive continuous improvement across the region
- Enforce accurate use of systems (ERP, CRM, case management tools)
Customer & Commercial Partnership
- Serve as the escalation point for complex/critical customer issues
- Partner with Regional Sales & Account Management to support retention and growth
- Translate customer feedback into operational improvements
Governance & Compliance
- Ensure adherence to company policies, compliance, and internal controls
- Support audits, data accuracy, and documentation standards
Requirements
Experience
- Strong background in customer service or order management, preferably in B2B or manufacturing (chemical industry a plus)
- In-depth knowledge of order-to-cash processes, logistics, and fulfillment
- Experience managing service KPIs and driving performance improvements
- Proficiency with ERP systems (e.g., SAP), CRM tools, and customer service automation
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Leadership & Stakeholder Management
- Proven track record of leading customer service teams
- Strong skills in stakeholder management and influencing
Core Competencies
- Excellent communication and interpersonal skills
- Problem-solving and decision-making under pressure
- High integrity and accountability
- Continuous improvement mindset with a focus on efficiency and customer value
- Data analysis skills to translate service insights into actionable strategies
- Commercial awareness understanding the link between service, satisfaction, and business performance
Why Join Us?
We offer a world-class benefits package designed to reward and support our people:
- 25 days holiday (plus Bank Holidays)
- Generous annual bonus program
- Private medical insurance
- Healthcare Cash Plan & Employee Assistance Programme
- Life assurance
- Enhanced company pension
- Free on-site parking
- Shopping discounts
We are an Equal Opportunity Employer. All qualified candidates will receive fair consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected category.
We look forward to hearing from you!
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