Regional Customer Service Leader for NA & LatAm

CSafe Global; Monroe (OH); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

PTO 25 days

Employee Assistance Program

Travel Assistance Program

Financial Wellness Program

Tuition Reimbursement

Referral Bonus Program

International exposure

Job summary

CSafe Global, headquartered in Monroe, Ohio, seeks a Customer Service Manager to lead the regional team across North America and Latam. You will drive day-to-day service delivery, escalations, and customer satisfaction while aligning with the global CSafe service strategy.

The role requires 7+ years in customer service with 3+ years in people management, plus strong cross-functional and ERP/CRM familiarity.

Qualifications

• Bachelor’s degree in Management, Business Administration, or a related field.
• 7+ years of customer service experience, including ≥3 years in people management.
• Experience managing day-to-day service operations: escalations, order management, SLA oversight, and quality monitoring.
• Proven track record resolving complex, cross-functional, high-visibility escalations.
• Strong experience managing account-level customer relationships with commercial teams.
• Ability to analyze regional performance data and translate into actions.
• Proven ability to build, develop, and retain high-performing teams across locations and work arrangements.
• Familiarity with ERP systems and CRM platforms; proficient in MS Office 365.
• Excellent verbal and written communication, with strategic problem-solving and judgement.
• English fluency; other languages are a plus.
• Experience in pharmaceutical cold chain, leasing, or technical support is desirable but not required.

Responsibilities

• Maintain active oversight of regional operations and team workload.
• Lead daily order fulfilment reviews and stand-ups; ensure SLA commitments.
• Own regional SLA accountability and intervene when at risk.
• Manage staff to resolve complex questions on sales orders and leases.
• Review purchase orders against contracts; oversee order entry, confirmation, and tracking.
• Liaise with manufacturing, engineering, logistics, accounting, and commercial teams.
• Oversee tracking of leased/available units; coordinate renewals and inspections.
• Review and approve invoices and order acknowledgements; work with finance.
• Ensure compliance with Service Model SOPs, document control, ERP and CRM requirements.

Skills

Customer service leadership

People management

Escalation handling

Cross-functional collaboration

Analytical thinking

Education

Bachelor’s degree in Management, Business Administration, or related field

Tools

Sage X3 ERP

Zendesk

Kustomer

Salesforce

Microsoft Office 365

Job description

CSafe Global, headquartered in Monroe, Ohio, seeks a Customer Service Manager to lead the regional team across North America and Latam. You will drive day-to-day service delivery, escalations, and customer satisfaction while aligning with the global CSafe service strategy.

The role requires 7+ years in customer service with 3+ years in people management, plus strong cross-functional and ERP/CRM familiarity.