Regional Customer Service Lead – SAP & Operations (Hybrid)

Johnson Matthey; Taylor (MI); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

401K match

PTO 20 days

Health insurance

Life insurance

Disability insurance

Dental & Vision

Tuition assistance

Parental leave

Wellbeing programs

Job summary

Johnson Matthey is seeking a Regional Customer Service Manager to drive regional service excellence across multiple sites in a dynamic manufacturing environment. You will manage order and shipment activities, improve SAP processes, and lead a high-performing team to exceed OTIF targets.

The role requires strong cross-functional collaboration, analytical thinking and a track record of operational improvements.

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.
• Bachelor’s degree in Business, Accounting, Science, Engineering or a related discipline preferred; Spanish language skills are advantageous.

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 experience

Stakeholder mgmt

Analytical skills

Process improvement

Spanish language

Education

Bachelor’s degree (Business/Accounting/Science/Engineering)

Tools

SAP

Job description

Johnson Matthey is seeking a Regional Customer Service Manager to drive regional service excellence across multiple sites in a dynamic manufacturing environment. You will manage order and shipment activities, improve SAP processes, and lead a high-performing team to exceed OTIF targets.

The role requires strong cross-functional collaboration, analytical thinking and a track record of operational improvements.