Regional Customer Service Leader - Multi-Site & SAP

Johnson Matthey; Smithfield (PA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

401K Match

PTO 20 days

Life Insurance

Health Insurance

Voluntary Benefits

Wellbeing Programs

Tuition Assistance

Parental Leave

Job summary

Johnson Matthey in Devon, PA / Smithfield, PA is seeking a Regional Customer Service Manager to lead a multi-site team and drive high-quality service. You will collaborate with Sales, Operations, Finance and Supply Chain to manage demand, orders and shipments, while optimizing SAP processes and driving improvements in OTIF and service metrics.

The role also involves supporting Order to Cash compliance, export activities and financial reporting, with a focus on continuous process optimization and

Qualifications

• Experience leading customer service teams within manufacturing or supply chain.
• Proficiency in SAP to troubleshoot transactional and process-related issues.
• Strong stakeholder management 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 related discipline preferred; Spanish language skills 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 to manage customer demand, orders and shipments.
• 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

Customer service leadership

SAP proficiency

Stakeholder management

Communication skills

Process improvement

Education

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

Spanish language skills advantageous

Tools

SAP

Job description

Johnson Matthey in Devon, PA / Smithfield, PA is seeking a Regional Customer Service Manager to lead a multi-site team and drive high-quality service. You will collaborate with Sales, Operations, Finance and Supply Chain to manage demand, orders and shipments, while optimizing SAP processes and driving improvements in OTIF and service metrics.

The role also involves supporting Order to Cash compliance, export activities and financial reporting, with a focus on continuous process optimization and