Regional Customer Service Manager

Johnson Matthey; West Chester (Chester County); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Health insurance

Retirement plans (401K)

Job summary

Johnson Matthey is seeking a Regional Customer Service Manager in the United States to lead a multi-site customer service team within a manufacturing and supply chain context.

You will collaborate with Sales, Operations, Finance and Supply Chain to align demand, orders and shipments while driving continuous process improvements and strong service metrics.

Qualifications

• Experience leading customer service teams in manufacturing or supply chain environments.
• Proficiency in SAP and ability to troubleshoot transactional/process issues.
• Strong stakeholder management across commercial and operational functions.
• Excellent analytical, organizational, verbal and written communication skills.
• Proven success in improving processes and driving operational performance.

Responsibilities

• Lead, coach and develop a regional customer service team across multiple sites to deliver high quality support.
• Collaborate with Sales, Operations, Finance and Supply Chain to manage demand, orders and shipments.
• Manage customer service processes within SAP and support continuous process improvements.
• Monitor and communicate demand changes, schedule volatility and service performance to stakeholders.
• Report and explain performance metrics including OTIF, expedited freight and demand trends.
• Support Order to Cash compliance and contribute to export, financial reporting and customer accounts.

Skills

Customer service leadership

SAP proficiency

Stakeholder management

Analytical and communication skills

Process improvement

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:

As a Regional Customer Service Manager, you will help drive our goals by:

• 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.