Regional Customer Service Manager

Johnson Matthey Inc.; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Retirement Savings 401K Match + extra

20 days PTO

Life and Disability Insurance

Health Insurance (Medical, Dental, Rx

Voluntary Benefits

Wellbeing Programs and Incentives

Tuition Assistance

Parental Leave

Job summary

Johnson Matthey is seeking a Regional Customer Service Manager to lead a multi-site team across the Devon, PA; Smithfield, PA; and Queretaro, Mexico regions. The role partners with Sales, Operations, Finance and Supply Chain to manage demand, orders and shipments within SAP, driving improved service levels and process improvements.

The candidate will optimize OTIF, monitor demand trends, and ensure Order to Cash compliance while supporting export and financial reporting activities.

Qualifications

• Bachelor's degree in a related discipline preferred.
• Experience leading customer service teams in manufacturing or supply chain.
• Proficiency in SAP and ability to troubleshoot transactional issues.
• Strong stakeholder management and relationship-building across functions.
• Excellent analytical, organizational, verbal and written communication.
• 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, resolve transactional issues and support 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

Leadership

SAP proficiency

Stakeholder management

Analytical skills

Communication skills

Process improvement

Spanish language (advantageous)

Education

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

Tools

SAP

Job description

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:

• 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, resolve transactional issues and support 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.

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: 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.

• 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

We create an environment where everyone can thrive, embracing diverse perspectives to tackle challenges and ensure all colleagues feel valued and connected.

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. By applying for this role and creating an account you are agreeing to the notice.

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.

If you are already a Johnson Matthey Employee, please visit the internal careers site to apply: Find Jobs - Workday (myworkday.com).

If you need support with your application email [e-mail].

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.