Regional Customer Service Manager

Johnson Matthey; Devon (PA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

401K Match

20 days PTO

Health Insurance

Life Insurance

Disability Insurance

Wellbeing Programs

Tuition Assistance

Parental Leave

Job summary

Johnson Matthey is seeking a Regional Customer Service Manager to lead and develop a multi-site team across Devon, PA; Smithfield, PA; and Queretaro, Mexico. You will drive high-quality service, coordinate with Sales, Operations, Finance and Supply Chain, and optimize SAP-driven order-to-cash processes.

The role requires strong leadership, SAP expertise, and excellent stakeholder management, with a focus on OTIF performance, demand planning and continuous improvement across regional service

Qualifications

• Experience leading customer service teams in manufacturing or supply chain.
• Strong SAP skills and ability to troubleshoot transactions.
• Excellent stakeholder management across commercial and operations.
• Bachelor's degree in a related field; Spanish language is advantageous.
• Proven ability to analyze data and drive improvements.

Responsibilities

• Lead, coach and develop regional customer service team across multiple sites.
• Collaborate with Sales, Operations, Finance and Supply Chain to manage demand, orders and shipments.
• Manage customer service processes within SAP and support process improvements.
• Monitor demand changes, schedule volatility and service performance.
• Report metrics including OTIF and demand trends.

Skills

Customer service leadership

SAP proficiency

Stakeholder management

Analytical & communication skills

Spanish language (advantage)

Education

Bachelor's degree in Business, Accounting, Science, Engineering or related discipline

Tools

SAP

Job description

Regional Customer Service Manager

Location: Devon, PA / Smithfield, PA / Queretaro, Mexico

At Johnson Matthey, your work will matter. As a Regional Customer Service Manager, you'll join a world leader in platinum group metals with over 200 years of history. Using advanced metals chemistry, you'll help tackle the world's biggest challenges - cutting emissions, powering modern life and supporting life‑saving technologies - by applying, refining and recycling metals that matter for a healthier, more sustainable, circular future.

The role:

• Leading, coaching and developing a regional customer service team across multiple sites to deliver high quality support and service.
• Collaborating with Sales, Operations, Finance and Supply Chain teams to manage customer demand, orders and shipment activities.
• Managing customer service processes within SAP, resolving transactional issues and supporting continuous process improvements.
• Monitoring and communicating demand changes, schedule volatility and service performance to key stakeholders.
• Reporting and explaining performance metrics including OTIF, expedited freight and demand trends.
• Supporting Order to Cash compliance requirements and contributing to export, financial reporting and customer account activities.

Key skills that will help you succeed in this role:

• 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 .

Even if you only match some of the skills, we'd love to hear from you to discuss further!

What we offer:

We make sure salaries are fair, competitive and aligned to individual roles, experience and responsibilities. We also support hybrid and flexible working and offer comprehensive employee benefits, including health, life, disability and retirement plans that support our employees' financial and physical wellbeing, such as:

• Retirement Savings (401K Match, plus an additional Employer Contribution)
• 20 days annual PTO (varies for shift-based roles)
• Life and Disability Insurance
• Health Insurance (Medical, Prescription, Dental and Vision)
• Voluntary Benefits
• Wellbeing Programs and Incentives
• Tuition Assistance
• Parental Leave

Ready to make a meaningful impact on your career and the environment? Join us and help shape a sustainable future while advancing your career!

At JM, inclusivity is central to our values. We create an environment where everyone can thrive, embracing diverse perspectives to tackle challenges and ensure all colleagues feel valued and connected.

Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.