Regional Customer Service Manager

Matthey; Northern (KY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

401K Match

Employer Contribution

20 days annual PTO

Life and Disability Insurance

Health Insurance

Voluntary Benefits

Wellbeing Programs and Incentives

Tuition Assistance

Parental Leave

Job summary

Johnson Matthey in the US and Mexico seeks a Regional Customer Service Manager to lead a multi-site team, optimize orders, shipments, and service levels across a manufacturing supply chain.

You will collaborate with Sales, Operations and Finance to manage demand, orders and shipments, drive SAP-based process improvements, and monitor OTIF and demand trends. The role supports Order to Cash compliance and customer account activities, offering a path to leadership in a global metals company.

Qualifications

• Experience leading customer service teams within a manufacturing or supply chain environment.
• Proficiency in SAP and troubleshooting transactional issues.
• Strong stakeholder management across commercial and operational functions.
• Excellent analytical, organizational, verbal and written communication skills.
• Bachelor’s degree in Business, Accounting, Science, Engineering or related discipline preferred; Spanish language skills are advantageous.

Responsibilities

• Lead, coach, and develop regional CSR teams across multiple sites.
• Collaborate with Sales, Operations, Finance and Supply Chain to manage demand, orders and shipments.
• Manage customer service processes in SAP and drive continuous improvements.
• Monitor demand changes and schedule volatility; report performance to stakeholders.
• Explain OTIF, expedited freight, and demand trends to management.
• Support Order to Cash compliance and export, financial reporting, and customer accounts.

Skills

Leadership

Customer service

Stakeholder management

Analytical skills

Process improvement

Education

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

Spanish language skills advantageous

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.

What we offer

• 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

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.

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

Are you passionate about sustainable technology solutions, transforming energy, and reducing carbon emissions? At Johnson Matthey, our world-changing careers empower talented individuals to collaborate on impactful projects aimed at decarbonising modern life. Join us in catalysing the net-zero transition for a cleaner, brighter future.

Johnson Matthey respects your privacy and is committed to protecting your personal information. For more information about how your personal data is used please view our privacy notice: Johnson Matthey Privacy Notice.