Customer Service Manager

About the company:

At AFA Dispensing, we develop smart, sustainable dispensing solutions for some of the world’s leading brands in Beauty, Health, Personal, and Home Care.  Our innovations are used globally, enhancing everyday experiences while reducing environmental impact. But behind every great product is a great team. At AFA, you’ll join an international, multi-cultural environment where collaboration, creativity, and passion drive everything we do. With our central locations in Chicago, Eindhoven, New Jersey, Shanghai and Singapore, our reach is global, and so are our ambitions.

Working with us means partnering with top industry players, taking on real responsibility, and contributing to products that make a difference. Whether you’re a problem solver, a creative thinker, or a supply chain wizard. If you’re driven by curiosity, innovation, and impact, we’d love to hear from you. We’re growing fast and always on the lookout for new talent, experienced professionals, and bold thinkers. Ready to make your mark? Join our Woodstock, IL start-up facility or Cedar Knolls, NJ location. Let’s shape the future of dispensing together.

About the Role:

AFA Dispensing makes dispensing systems that end up in products people use every day. Our customers are serious B2B buyers who expect things to work — and when something doesn’t, they call us. The Customer Service Manager is the person who makes sure that call goes well. This isn’t a “manage the inbox and attend some meetings” kind of role. You’ll lead a team, own the order management process, drive SAP discipline, and be a genuine partner to sales and operations. We’re looking for a player/coach, someone who owns accounts and leads by example. It’s a lot — but if you’re the type who gets energized by fixing things, building processes, and developing people, you’ll love it here.

Responsibilities:

• Lead and develop a team of Customer Service Reps — coaching, mentoring, and occasionally talking someone off a ledge after a rough customer call
• Own order management from start to finish — accuracy, timing, and keeping customers in the loop so they’re not left wondering where their stuff is
• Be the escalation point when things get hairy — complex issues, unhappy accounts, and the occasional situation that requires a cool head and a real solution
• Partner with sales to support key accounts and make sure new customers get off on the right foot
• Work closely with operations, supply chain, and quality to fix the root causes of problems — not just the symptoms
• Champion SAP usage and process consistency across your team — clean data, clean workflows, no shortcuts
• Track the metrics that matter (order accuracy, response time, resolution rate, CSAT) and bring the story to leadership
• Spot what’s broken and fix it — process improvement isn’t a side project here, it’s part of the job

Qualifications:

• 5+ years in B2B customer service, ideally in manufacturing or an industrial environment — and ideally a minimum of 2 of those years in a leadership role
• SAP experience is a must. SAP S/4HANA? Even better. Bonus points if you’ve lived through an implementation and still have a positive attitude about it
• A natural people leader — you know how to set expectations, give honest feedback, and make people better at their jobs
• Excellent communication and interpersonal skills to effectively manage customer relations and internal collaboration