HOW YOU WILL MAKE AN IMPACT Manage day-to-day customer service operations, workflow distribution, and workload balancing to meet customer commitments and business objectives. Identify and resolve complex customer service issues while serving as the primary escalation point for critical customer concerns and service failures. Ensure timely and accurate processing of orders, inquiries, complaints, returns, and customer requests. Analyze customer service processes and implement actions that improve efficiency and reduce non-value-added activities. Define, establish, and monitor key performance indicators (KPIs) and service level agreements (SLAs) aligned with business objectives. Analyze performance trends and metrics to identify improvement opportunities; communicate results and corrective actions to management and stakeholders. Perform high-level SAP and ERP transactions including credit releases, intercompany returns, and invoice corrections. Support month-end close activities and monitor open orders, backlogs, and customer commitments to ensure service expectations are met. Work with global customer service teams to identify and implement best practices while building strong working relationships across the organization. Lead, coach, mentor, and develop a team of Customer Service Representatives; provide regular performance feedback, conduct reviews, and establish individual development plans. 
