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.com

Primary Role:

The 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 Responsibilities:

• Lead, 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 departments
• Manage 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 g