Head of Customer Service (Cartersville, US) chez DÖHLER – Natural Food & Beverage Ingredients - DÖHLER

Join Döhler North America as our next Head of Customer Service and play a key role in shaping an exceptional customer experience! We’re looking for a dynamic leader who can drive efficiency, elevate service standards, and build a customer-focused culture across our organization. In this role, you’ll lead a high-performing team dedicated to managing customer orders with precision, supporting client needs with care, and continuously improving our processes to deliver outstanding satisfaction — all while aligning with Döhler’s strategic growth plans.  This is a full-time on-site role working from our Cartersville, GA office

Your Responsibilities:

• Develop and implement a customer service strategy aligned with company goals, focused on satisfaction, retention, and operational excellence. 
• Lead, mentor, and empower a high-performing team that delivers exceptional customer experiences. 
• Oversee the end-to-end order management process, ensuring accuracy, efficiency, and timely delivery. 
• Continuously improve processes to enhance response times, streamline order flow, and resolve issues swiftly. 
• Foster strong relationships with key customers and serve as the primary contact for escalations and critical support. 
• Collaborate with Sales, Production, Supply Chain, Logistics, and Quality teams to meet customer needs and drive continuous improvement. 
• Promote proactive communication with customers regarding order status, delays, and product availability. 
• Monitor and report on key KPIs such as order accuracy, response time, and customer satisfaction. 
• Leverage SAP and other systems to track orders, manage service requests, and generate performance insights.

Your Profile: 

• Bachelors Degree Preferred
• Excellent leadership and team management skills. 
• Proven experience of over 5 years in customer service 
•  In-depth knowledge of SAP and industry best practices.
•  Strong analytical skills with the ability to make data driven decisions.
•  SOP process development and participation.
• Excellent IT user skills

We offer:  

• Comprehensive Health Coverage – Medical, Dental, and Vision Plans to support you and your family 
• Paid Parental Leave –Maternity and Paternity Leave so you can focus on what matters most   
•  401(k) Retirement Plan with Employer Match – Plan for your future with company-supported retirement savings
• Paid Time Off – Enjoy a healthy work-life balance with PTO and 11 Paid Holidays 
•  Employee Engagement – Join our Engagement Team for fun events, volunteer opportunities, and ways to connect with colleagues across the company
• Döhler Academy: You have the opportunity to continuously develop your education further through internal and external training programs 
• Supportive Culture – Friendly and informal atmosphere, family-owned, flat hierarchies, open communication, and helpful colleagues 
• Meaningful Impact – Be an integral part of our business success and help shape the future of nutrition 
• Empowerment – Unleash your full potential with opportunities to grow, lead, and make a real difference

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