Senior Manager, Customer Service (US)

As the Senior Manager, US Customer Service, you will lead the strategy, execution, and continuous improvement of Customer Care, Customer Fulfillment, and Customer Compliance for BIC's largest market, representing more than $850 million in annual revenue. You will serve as the primary Supply Chain partner to the U.S. Commercial organization, ensuring an exceptional customer experience while optimizing the end-to-end Order-to-Cash process.

This is a highly visible leadership role that balances strategic thinking with operational excellence. You will lead a high-performing organization, champion transformation initiatives, strengthen cross-functional partnerships, and drive performance improvements that enhance customer satisfaction, reduce costs, and enable profitable growth.

What You'll Do

Lead Customer Service Strategy & Operational Excellence

• Develop and execute the U.S. Customer Service strategy aligned with Commercial and Supply Chain priorities.
• Lead Customer Care, Customer Fulfillment, and Customer Compliance teams to deliver best-in-class service.
• Drive continuous improvement across the Order-to-Cash process to improve OTIF performance, increase service levels, reduce customer penalties, and improve operational efficiency.
• Establish KPIs, governance, and accountability to consistently achieve customer service and financial objectives.
• Lead customer service transformation initiatives including organizational design, capability development, process optimization, digital enablement, and evaluation of insourcing and outsourcing opportunities.

Partner Across the Business to Deliver Results

• Serve as the strategic Customer Service leader and primary Supply Chain business partner to the U.S. Commercial organization.
• Collaborate with Sales, Marketing, Planning, Logistics, Finance, IT, Manufacturing, and key customers to resolve complex business challenges.
• Lead Quarterly Business Reviews, Joint Business Planning sessions, and executive customer engagements.
• Build strong partnerships with third-party logistics providers and external service partners to drive operational excellence and contractual performance.

Develop People & Drive Organizational Capability

• Build, coach, and develop a high-performing Customer Service organization through talent development, succession planning, performance management, and employee engagement.
• Foster a culture of accountability, continuous improvement, collaboration, and customer-centric decision making.
• Lead organizational change initiatives, including ERP, WMS, TMS, and other supply chain technology implementations.
• Manage departmental budgets while identifying opportunities to improve productivity and control operating costs.

What You'll Need

Education

• Bachelor's degree in Supply Chain, Business, Operations Management, Logistics, or a related field required.
• Master's degree preferred.

Experience

• 10–12 years of progressive leadership experience in Customer Service, Supply Chain, Logistics, or Customer Operations.
• Experience within a Consumer Packaged Goods (CPG) organization required.
• Demonstrated success leading customer service organizations supporting national retail customers.
• Experience leading cross-functional transformation and continuous improvement initiatives.
• Experience managing third-party logistics providers and customer operations.
• Proven track record of developing high-performing teams.

Skills & Capabilities

• Strategic thinker with the ability to translate business strategy into operational execution.
• Executive presence with strong influencing skills across all organizational levels.
• Deep understanding of customer service operations, transportation, logistics, supply planning, inventory management, and Order-to-Cash processes.
• Strong financial acumen, including budgeting, forecasting, and business case development.
• Data-driven decision maker with experience improving operational KPIs.
• Strong communication, collaboration, and stakeholder management skills.
• Advanced proficiency with ERP, WMS, TMS, forecasting systems, Microsoft Excel, and reporting tools.
• Working knowledge of transportation compliance and hazardous materials regulations.

What Success Looks Like

In this role, success means delivering an exceptional customer experience while continuously improving operational performance. You'll build trusted partnerships across Commercial and Supply Chain, develop a high-performing organization, and lead transformation initiatives that strengthen BIC's competitive advantage.

Successful candidates will:

• Deliver industry-leading customer service performance and improve OTIF results.
• Reduce customer chargebacks and improve service profitability.
• Strengthen collaboration across Commercial, Supply Chain, Logistics, Finance, and IT.
• Lead transformational initiatives that improve processes, systems, and organizational capability.
• Develop engaged, high-performing teams focused on accountability, continuous improvement, and customer success.
• Balance strategic priorities with operational execution to support sustainable business growth.

#LI-hybrid

BIC World is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

BIC World is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means.