Israel Operations Customer Service Manager

Job Description Role Purpose:Lead and manage the customer service operations for Israel manufacturing sites (Agan, Beer Sheva, Neot Hovav), ensuring seamless order fulfillment, data accuracy, and high service levels for internal and selected external customers. This role combines responsibilities previously held by MCW and Agan CS managers and reporting to Global Head of Supply Chain.This position involves working at least 2 days per week in each site (Agan, Beer Sheva) Key Responsibilities:

•   Manage the full lifecycle of purchase orders from initiation to fulfillment for internal and third-party customers.
•   Lead and develop the customer service teams in MCW and Agan
•   Ensure accurate PO data and timely updates reflecting the most current status
•   Coordinate with production planning and scheduling, logistics, and export teams to ensure on-time, in-full delivery.
•   Lead the Sales and Execution (S&OE) meetings with the commercial regions
•   Handle customer complaints and drive resolution using the Intelex system.
•   Manage product return workflows.
•   Drive continuous improvement toward Perfect Order KPIs (accuracy, timeliness, completeness).
•   Own Service Level KPI (Satisfaction and Reliability) and provide monthly analysis and reporting.
  
  

•   Bachelor's degree in industrial engineering, Business Administration, or related field.
•   At least 5 years in operations or supply chain roles with increasing responsibility.
•   Proven managerial experience leading teams.
•   Customer Service experience is an advantage.
•   SAP 4Hana experience is an advantage 
  
  

•   Strong customer service orientation.
•   Excellent interpersonal and communication skills
•   Stakeholder management, working in multi-cultural and global environment
•   Managerial skills – ability to develop individuals and teams to high performance and growth
•   Continuous improvement and process improvement capabilities (to reduce waste, improve lead times, and increase RFT)
•   Ability to manage teams under pressure
•   High presentation and reporting capabilities.
•   Fluent Hebrew and English (reading, writing, speaking). Additional language is an advantage.
  
  

• Service Level KPI (Satisfaction & Reliability).
• NPS (Net Promoter Score).
• RFT (Right First Time) on order handling.