Regional Customer Service Leader – Multi‑Site, Hybrid

Matthey; Milton; Hybrid; GBP 67,000 - 96,000; Full time

Benefits offered by this job

401K match

20 days PTO

Life and disability insurance

Health insurance

Voluntary benefits

Wellbeing programs

Tuition assistance

Parental leave

Job summary

Johnson Matthey Plc is seeking a Regional Customer Service Manager to lead a multi-site team, optimize demand, orders and shipments, and drive service performance. The role emphasizes SAP process ownership, cross-functional collaboration, and metrics reporting in OTIF and logistics trends.

The candidate will manage Order to Cash compliance, contribute to financial reporting, and partner with commercial and operations teams to deliver exceptional customer service in a global metals context.

Qualifications

• Experience leading customer service teams within a manufacturing or supply chain environment.
• Proficiency in SAP, with the ability to troubleshoot transactional and process-related issues.
• Strong stakeholder management and relationship-building skills across commercial and operational functions.
• Excellent analytical, organizational, verbal and written communication skills.
• Demonstrated success improving processes and driving operational performance.

Responsibilities

• Lead, coach and develop a regional customer service team across multiple sites to deliver high quality support and service.
• Collaborate with Sales, Operations, Finance and Supply Chain teams to manage customer demand, orders and shipment activities.
• Manage customer service processes within SAP, resolving transactional issues and supporting continuous process improvements.
• Monitor and communicate demand changes, schedule volatility and service performance to key stakeholders.
• Report and explain performance metrics including OTIF, expedited freight and demand trends.
• Support Order to Cash compliance requirements and contribute to export, financial reporting and customer account activities.

Skills

Team leadership

SAP proficiency

Stakeholder management

Communication skills

Process improvement

Education

Bachelor’s degree

Tools

SAP

Job description

Johnson Matthey Plc is seeking a Regional Customer Service Manager to lead a multi-site team, optimize demand, orders and shipments, and drive service performance. The role emphasizes SAP process ownership, cross-functional collaboration, and metrics reporting in OTIF and logistics trends.

The candidate will manage Order to Cash compliance, contribute to financial reporting, and partner with commercial and operations teams to deliver exceptional customer service in a global metals context.