Customer Service Manager

Diversey - Solenis is a leading global provider of water and hygiene solutions. The company’s product portfolio includes a broad array of water treatment chemistries, process aids, functional additives, cleaners, disinfectants, and state-of-the-art monitoring, control and delivery systems. These technologies are used by customers to improve operational efficiencies, enhance product quality, protect plant assets, minimize environmental impact, and create cleaner and safer environments. Headquartered in Wilmington, Delaware, the company has 70 manufacturing facilities strategically located around the globe and employs a team of over 16,500 professionals in 130 countries across six continents. Solenis is a 2025 Best Managed Company Gold Standard honoree.

For more information about Solenis, please visit www. solenis. comPrimary RoleThe manager is responsible for leading a team of Team Leaders across multiple European countries, overseeing both customer service front-office and back-office operations. This role ensures operational excellence, drives continuous improvement, and aligns service delivery with strategic business goals. The Manager also plays a key role in stakeholder engagement, governance, integration projects, and team development. Key ResponsibilitiesLead, coach, and develop a team of Team Leaders managing diverse functions (Admin, Contracts, Claims, Pricing, Masterdata, CSFO). Foster a culture of accountability, collaboration, and continuous learning.

Ensure seamless execution of customer service and customer service support operations across multiple departments and countries. Implement, update and monitor service levels, KPIs, and quality standards, ensuring timely and accurate delivery. Support workload balancing and resource planning across teams. Align GBS operations with broader organizational goals and market needs. Act as the primary liaison for senior stakeholders across Sales, Finance, Account Receivable and other linked departmentsManage escalations and ensure resolution of complex issues in a timely and professional manner. Represent the GBS in cross-functional meetings and strategic discussions. Establish and maintain governance frameworks, SOPs, and internal controls.

Lead documentation efforts for all key processes and workflows. Own and manage the SSC budget, including headcount planning and cost control. Lead or support integration projects, system rollouts, and process harmonization across regions. Drive change management initiatives and ensure smooth transitions during organizational changes. Collaborate with global teams to align on best practices and shared services strategy. Serve as the escalation point for Team Leaders and their teams. Provide guidance and support in resolving operational challenges and customer issues. Ensure business continuity and coverage during peak periods or absences. QualificationsUniversity degree in Business Administration, Operations, or related field.

MBA or equivalent is a plus. 8+ years of experience in shared services, customer service, or operations management in Production/ Distribution3+ years in a senior leadership role managing people leaders. Excellent communication and stakeholder management skills. Proficient in SAP, Salesforce, and Microsoft Office Suite. Fluent in English; additional European languages are a plus. Experience with documentation, governance, and process standardization.

BenefitsMeal Vouchers (30 ron per each working day) Life Insurance Private Medical Care Holiday Allowance Christmas and Easter Bonus Extra vacation days (Birthdays and 1 additional day added every year of employment) Annual Bonus (Target based) Why Join Us?At Diversey, you will be part of a dynamic, international team, working on innovative solutions that shape the professional cleaning and hygiene industry. We offer exciting career growth opportunities in a global organization that values innovation, sustainability, and collaboration. We understand that candidates will not meet every single desired qualification.

If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you. At Solenis our greatest asset are our people. That is why we offer competitive compensation, comprehensive benefits and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, whether in the lab or the field, consider joining our team. #customerservice #SSC #manager #management #frontoffice #backoffice #hybrid