cos manager.

The responsibilities of the Deputy Customer Operation & Service Manager (m/f) include:

• Supervise the day-to-day back-office operations (order-to-cash) across all customers within the region.
• Support and guide team, on complex orders /deliveries, customer issues, and claims resolution.
• Monitor KPIs and ensure team targets are achieved in alignment with business expectations.
• Serve as an escalation point for operational issues and customer relations
• Oversee accurate data maintenance and invoicing procedures, ensuring alignment with contracts and pricing agreements.
• Validate pricing inputs, approve credit notes, and support the management of rebate accruals and commission reporting.
• Ensure compliance with internal control policies, sanctions checks, and external regulatory standards.
• Monitor inventory availability and forecast finished goods needs based on historical and contractual data.
• Analyze performance metrics and contribute to operational improvement plans in coordination with Regional Manager.
• Lead, train, and evaluate team of COS Officers, promoting a high-performance and customer-centric culture.
• Conduct objective setting, appraisals, and contribute to recruitment and training initiatives.
• Foster cross-functional collaboration and share best practices to drive efficiency and service excellence.

Minimum 5 years’ experience in Management and Customer Operations

• University degree in Economics, Supply Chain or related field.
• Knowledge of marine lubricants or shipping industry operations is an asset.
• Fluent in English, additional regional language(s) are a plus.
• Proficient in SAP and Microsoft Office tools; familiarity with KPI reporting systems is advantageous.
• Minimum 5 years’ experience in Management and Customer Operations