Manager - Control Center (Customer Service)

Responsibilities
· Lead, develop, and manage the Customer Service Control Center team supporting multiple regions.
· Oversee daily operations, make informed prioritization decisions, and ensure smooth task allocation.
· Implement globally consistent processes and support the integration of new operational activities.
· Act as the highest escalation point for customer, service, and vendor‑related issues.
· Develop tools, systems, and processes to enhance operational performance.
· Establish and monitor operational KPIs with a strong focus on excellence and customer satisfaction.
· Build local capabilities to adapt to evolving business demands.
· Strengthen collaboration with Customer Service, Operations, and shared service teams across other locations.
· Build relationships with external vendors and stakeholders to maximize value for customers.
· Drive continuous improvement, workforce planning, and change management initiatives.
· Ensure compliance with company guidelines, safety regulations, and quality standards.

Education
· University degree (BSc/MBA) in business administration, logistics, engineering, or related fields, or equivalent experience.

Work Experience
· 3+ years of leadership experience, ideally within operations, logistics, or customer service.
· Experience in pharmaceutical supply chain or chemical industry is an advantage.
· Strong project management capability, able to track and oversee large‑scale initiatives.
· Familiarity with PowerPoint, Excel, Outlook, Case Management and project management tools.

Skills & Competencies
· English language proficiency at business level.
· Strong interpersonal skills and ability to lead culturally diverse teams across regions.
· Excellent analytical and problem‑solving abilities.
· Ability to collaborate across multidisciplinary teams and adapt quickly to business needs.
· Strong presentation skills, capable of conveying technical information effectively.
· Ability to communicate effectively both orally and in writing with team members and management, including solid teamwork, interpersonal, and collaboration skills.
· Ability to work effectively in remote, hybrid, and/or geographically dispersed environments, including multiple time-zones domestically and internationally.
· Detail orientated and disciplined to solve complex problems with the ability to resolve issues and drive solutions that create win-win situations.