Cluster Customer Service Manager
About this role
We are looking for an experienced and people-focused Cluster Customer Service Manager to lead our customer service operations across multiple sites in Hungary. This role plays a key part in ensuring excellent customer experience, supporting commercial activities, and driving operational efficiency.
Key Responsibilities
- Lead and develop the customer service teams across the Hungarian cluster, ensuring efficient day-to-day operations
- Monitor and continuously improve customer service processes and performance (including KPIs such as OTIF, customer satisfaction, and receivables)
- Collaborate closely with Sales, Operations, Quality, and Finance to ensure seamless service delivery
- Oversee order management processes and optimize order book handling to support production efficiency
- Ensure accurate and compliant invoicing processes and documentation management
- Track and improve customer satisfaction at cluster level and initiate corrective actions where needed
- Manage inventory strategies, monitor stock levels, and support working capital targets
- Support internal and external financial audits and month-end closing activities
- Drive continuous improvement initiatives and proactively solve operational challenges
Quality, Compliance & Governance
- Act as process owner for relevant management systems and support their continuous development
- Promote customer requirement awareness and ensure compliance with BRCGS and related standards
- Participate in risk assessments and support corrective and preventive actions related to customer complaints
Your Profile
- University degree, preferably in a relevant field
- Proven leadership experience in customer service, sales, or a related function
- Strong process mindset and systems knowledge
- Excellent communication and problem-solving skills
- Strategic thinking with a commercial and cost-conscious approach
- Good understanding of customer service models and operational processes
- Ability to work proactively and make independent decisions
- Fluent English and native-level Hungarian (both written and spoken)
- Experience in manufacturing or packaging industry is an advantage
What We Offer
- A key leadership role with responsibility across multiple sites
- Opportunity to shape and improve customer service operations at cluster level
- Home-office opportunity
If you are a proactive leader with a passion for customer excellence and operational performance, we would be happy to hear from you.
#LI-DM
Company at a glance
DS Smith provides innovative packaging solutions, paper products and recycling services with a commitment to sustainability and a circular economy.
Our core purpose is to Redefine Packaging for a Changing World, and our expert teams work closely with like-minded partners to incorporate renewable resources for products that minimize our environmental impact, reduce complexity and increase profitability through supply chain optimization.
Top Benefits
- Home-office opportunity
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