US Customer Service Leader — Strategy & Operations (Hybrid)

Bic Corporation; Norwalk (OH); Hybrid; USD 150,000 - 190,000; Full time

Job summary

BIC World seeks a Senior Manager, US Customer Service in Norwalk, CT. You will lead strategy, execution, and improvements for Customer Care, Fulfillment, and Compliance in the U.S.

market, partnering with Commercial and Supply Chain to optimize the end-to-end Order-to-Cash process. This highly visible leadership role requires 10–12 years of experience, strong cross-functional collaboration, and a track record of transforming customer service operations in a consumer goods environment.

Qualifications

• Bachelor's degree in a related field required.
• Master's degree preferred.
• 10–12 years of progressive leadership experience in Customer Service, Supply Chain, Logistics, or Customer Operations.

Responsibilities

• Develop and lead the US Customer Service strategy aligned with Commercial and Supply Chain priorities.
• Direct Customer Care, Customer Fulfillment, and Customer Compliance teams to deliver best-in-class service.
• Drive OTIF improvement and cost optimization across Order-to-Cash processes.
• Establish KPIs, governance, and accountability for customer service and financial targets.
• Lead transformation initiatives including ERP/WMS/TMS implementations and insourcing/outsourcing evaluations.

Skills

Strategic thinking

Executive presence

Financial acumen

Data-driven decision making

Communication & collaboration

Stakeholder management

ERP familiarity

Education

Bachelor's degree in Supply Chain, Business, Operations Management, Logistics, or a related field

Master's degree preferred

Tools

ERP

WMS

TMS

Excel

Reporting tools

Job description

BIC World seeks a Senior Manager, US Customer Service in Norwalk, CT. You will lead strategy, execution, and improvements for Customer Care, Fulfillment, and Compliance in the U.S.

market, partnering with Commercial and Supply Chain to optimize the end-to-end Order-to-Cash process. This highly visible leadership role requires 10–12 years of experience, strong cross-functional collaboration, and a track record of transforming customer service operations in a consumer goods environment.