Cluster Customer Service Manager

We are looking for an experienced and people-focused Cluster Customer Service Manager to lead our customer service operations across multiple sites in Hungary. This role plays a key part in ensuring excellent customer experience, supporting commercial activities, and driving operational efficiency.

Key Responsibilities

• Lead and develop the customer service teams across the Hungarian cluster, ensuring efficient day-to-day operations
• Monitor and continuously improve customer service processes and performance (including KPIs such as OTIF, customer satisfaction, and receivables)
• Collaborate closely with Sales, Operations, Quality, and Finance to ensure seamless service delivery
• Oversee order management processes and optimize order book handling to support production efficiency
• Ensure accurate and compliant invoicing processes and documentation management
• Track and improve customer satisfaction at cluster level and initiate corrective actions where needed
• Manage inventory strategies, monitor stock levels, and support working capital targets
• Support internal and external financial audits and month-end closing activities
• Drive continuous improvement initiatives and proactively solve operational challenges

Quality, Compliance & Governance

• Act as process owner for relevant management systems and support their continuous development
• Promote customer requirement awareness and ensure compliance with BRCGS and related standards
• Participate in risk assessments and support corrective and preventive actions related to customer complaints

Your Profile

• University degree, preferably in a relevant field
• Proven leadership experience in customer service, sales, or a related function
• Strong process mindset and systems knowledge
• Excellent communication and problem-solving skills
• Strategic thinking with a commercial and cost-conscious approach
• Good understanding of customer service models and operational processes
• Ability to work proactively and make independent decisions
• Fluent English and native-level Hungarian (both written and spoken)
• Experience in manufacturing or packaging industry is an advantage

What We Offer

• A key leadership role with responsibility across multiple sites
• Opportunity to shape and improve customer service operations at cluster level
• Home-office opportunity

If you are a proactive leader with a passion for customer excellence and operational performance, we would be happy to hear from you.

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