Senior Manager, Region Customer Services

Location(s):

United States of America

City/Cities:

Remote

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

November 14, 2025

Shift:

Job Description Summary:

The Senior Manager, Region Customer Service role provides the North American Operating Unit (NAOU) with a single point of contact for Customer Service across both regional and national functions. The role manages planned and unplanned activities that impact multiple orders, customers, and markets at both regional and national levels. 

This position leads numerous meetings and management routines in which they interface with central, regional, and national Supply Chain managers and leaders. The work involves assessing complex issues, gathering information from diverse stakeholders, collaborating to create effective solutions, and communicating those solutions to the Customer Service Team and other relevant stakeholders. 

Responsibilities also include running queries, analyzing data, and using reports to identify trends and drive problem resolution. The scope of work encompasses project management and leading process improvement initiatives and strategic projects across national and regional cross-functional stakeholder groups.  The ideal candidate will have deep knowledge of NAOU’s supply chain, exceptional problem-solving ability, strong communication skills, and a customer-focused mindset. They must demonstrate the ability to prioritize, work with urgency, and operate independently. 

This role represents a career advancement opportunity beyond the OTC Customer Service Team, due to its broader scope, increased complexity, and engagement with high-level stakeholders across both regional and national domains. 

 
Function Related Activities/Key Responsibilities:  

• Represent Region Customer Service on process improvement initiatives and strategic projects across national and regional cross-functional stakeholder groups 

• Lead management of planned/unplanned activities for the assigned facilities 

• Informal and formal allocation, Hurricane Preparedness, Holiday schedules 

• Develop customer facing communications 

• New item implementations, Managing warehouse closing/openings, Item discontinuations 

• Support process modernization and automation  

• Support SAP implementations (including Contour/s4/Hanna/p40) 

• Support supply chain project implementations 

• Lead cross functional order management & customer service improvement initiatives 

• Assist with natural/manmade disasters, Unplanned closings 

• Redirects, Dock Capacity, Transportation issues, Load weight initiatives  

• Open order reports, Pointer changes for customers, Quality holds 

• Pre-Cuts, Short code and too old to sell process, Product recall coordination 

• Support team absence with coverage of responsibilities across time zones  

 

Qualifications & Requirements 

• Bachelor’s degree preferred 

• 7-10 years of experience in Customer Service and/or Supply Chain. Exposure to Lean Six Sigma (Green Belt Certified is a plus, but not required)<