Customer Service Operations Manager Europe (Remote)

As a Customer Service Operations Manager for Europe, you will lead a team of customer service professionals, including Case Management, Order Fulfilment, Quotations, and both Pre- and After-Sales support. Your role is critical in ensuring seamless and value-added delivery of customer service requests. You will collaborate closely with a diverse group of stakeholders across Europe, working in partnership with the EU Supply Chain Team and regional sales teams.

The position is based at Guardian’s Global Hub situated in 10th of Ramadan city, Sharqia Egypt where we deliver services across the Middle East, Asia Pacific, and Europe.

What You Will Do

Role Responsibilities:

• Lead and transform the Order Management, Sales Support, and Claims teams to manage customer inquiries efficiently from request to invoicing.
• Promote digital adoption and innovation within customer service processes.
• Build and maintain trust with major stakeholders to position Guardian as the preferred supplier.
• Anticipate customer needs and identify opportunities for value-added services and solutions.
• Expand and strengthen existing customer relationships by proposing solutions that meet their objectives.
• Ensure timely and accurate delivery of products and services by your team.
• Act as a communication bridge between key stakeholders and internal teams.
• Support your team in resolving customer issues and maintaining high trust levels.
• Contribute ideas for generating new sales and fostering long-term customer relationships.
• Regularly measure progress using KPIs and key account metrics to report to stakeholders.
• Challenge the status quo to drive continuous improvement and best practices.
• Support the sales team by identifying and communicating new prospect opportunities.
• Identify opportunities for upselling and cross-selling to maximize customer benefits.
• Monitor and implement performance standards to enhance growth, productivity, and quality.
• Generate necessary reports for senior management.
• Actively engage in driving process improvements and sharing best practices.

Leadership Expectations:

• Model Guardian’s values and culture.
• Develop and empower your team for mutual success focusing on their strengths and career aspirations.
• Anticipate needs and drive innovation, fostering a culture of continuous improvement.
• Focus on long-term value creation and strategic alignment.
• Place the right talent in roles and foster a thriving, inclusive team culture.
• Delegate decision-making and ensure accountability.

Who You Are

• Proven success in a managerial role with a strong track record.
• Strong customer focus with excellent communication and relationship-building skills.
• Exceptional organizational skills with the capability to handle multiple tasks and maintain attention to detail.
• Effective leadership, problem-solving, negotiation, and conflict management skills.
• Proactive, results-oriented mindset.
• Fluency in English.

What We Offer

• Join a multicultural company with significant growth and personal development opportunities.
• A supportive working environment that encourages autonomy and personal initiative.
• Competitive compensation package reflecting your contributions.
• Additional benefits including transportation allowance, medical and life insurance.
• Office-based role with the flexibility of remote work on Fridays.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Who We Are

Guardian is a diversified global manufacturing company headquartered in Auburn Hills, Michigan, with leading positions in float glass and fabricated glass products for commercial, residential and transportation applications; automotive trim; and the distribution of building products. Through its research and development centres (Science & Technology Centre for glass and Advanced Development Centre for automotive), Guardian is at the forefront of innovation. Its automotive trim group, SRG Global, is one of the world’s largest manufacturers of chrome-plated plastic parts for the automotive, commercial truck and consumer goods industries. Guardian, its subsidiaries and affiliates employ 18,000 people and operate facilities throughout North America, Europe, South America, Africa, the Middle East and Asia.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.