Job Description

Reports to: Sr. Customer Service Manager

About the Role

We are seeking an experienced and results-driven Customer Service Manager to lead our Customer Service and Order Management team. In this role, you will drive solution-oriented decision-making, collaborate closely with cross-functional partners, and ensure orders are processed accurately and efficiently. You will play a key part in shaping our overall customer service and order-to-cash strategy, ensuring a seamless process and an exceptional customer experience at every touchpoint.

Key Responsibilities

• Team Leadership & Development: Oversee the hiring, onboarding, and continuous training of customer service staff to build a capable, motivated, and high-performing team.
• Performance Management: Define, track, and analyze functional KPIs and improvement targets. Utilize lean management tools to drive action plans and address performance gaps.
• Policy & Process Optimization: Develop, enhance, and implement customer service policies, procedures, and standards that ensure compliance while maximizing customer satisfaction.
• Customer Engagement: Proactively communicate with customers to understand their needs and expectations, and make appropriate adjustments to meet them. Serve as the primary escalation point for complex or unresolved issues, ensuring timely follow-up and resolution.
• Operational Efficiency: Identify and implement automation opportunities within daily customer service workflows to improve productivity and efficiency.
• Cross-Functional Collaboration: Liaise daily with internal stakeholders including Commercial, Logistics, Planning, Finance, Quality, IT, Legal, and HR to support operational matters and project initiatives.
• Stakeholder Communication: Regularly communicate business updates, risks, and opportunities to senior management. Interact with external customers, third-party service providers, and IT system consultants as needed.
• Audit & Compliance: Support internal audit activities and ensure departmental operations adhere to all applicable regulations and company policies.

Qualifications

• Education: Bachelor's degree (or equivalent) in Business, Finance, or a related field is required. Significant relevant work experience may be considered in lieu of a degree.
• Experience: Minimum of 10 years of progressive experience in Customer Service, Order Management, or Sales Operations, with proven people management and leadership experience
• Technical Skills:
  • Deep expertise in SAP S/4HANA
  • Advanced proficiency in Microsoft Excel (data analysis, reporting, modeling).
• Core Competencies:
  • Strong leadership and team-building capabilities.
  • Excellent written and verbal communication and interpersonal skills.
  • Strategic thinker with strong problem-solving and cross-functional coordination abilities.
  • Deep understanding of the end-to-end quote-to-cash process.

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.