Customer Service Manager
About the job
- A bachelor's degree in business administration, Supply Chain Management, Logistics, or a related discipline.
- Eight to twelve years of experience in customer service, order management, or supply chain operations.
- At least three to five years of experience in a leadership or managerial role.
- Experience managing sales order management in SAP, Power BI, and Salesforce.
- Lead, develop, and manage the customer service team to deliver high-quality service and meet defined service level agreements.
- Establish a customer-centric culture focused on responsiveness, accuracy, and reliability.
- Develop team capabilities through coaching, training, and performance management.
- Drive workforce planning, capability development, and succession planning within the team.
- Ensure customer service practices align with industry standards and best practices, and identify opportunities to enhance processes and service capabilities.
- Oversee the end-to-end order management process from order receipt through delivery and invoicing.
- Ensure accurate and timely order entry, confirmation, and tracking.
- Coordinate with logistics, warehouse, and planning teams to ensure smooth order fulfillment.
- Manage customer-specific requirements, including delivery schedules, documentation, and regulatory compliance.
- Manage order exceptions, shortages, and allocation situations to minimize customer impact.
- Serve as the escalation point for complex customer inquiries, complaints, and service issues.
- Partner with commercial teams to support key accounts and strategic customers.
- Maintain customer relationships to understand service expectations and improve customer experience.
- Communicate proactively with customers regarding order status, delivery schedules, and potential disruptions.
- Monitor and manage customer service KPIs, including on-time-in-full delivery, order accuracy, customer satisfaction, response time, and customer service productivity.
- Analyze service performance trends and identify root causes of service failures.
- Implement corrective actions and continuous improvement initiatives to enhance service performance.
- Work with Commercial, Supply Chain, Finance, and Operations to align customer priorities and commitments.
- Support commercial initiatives by ensuring operational readiness for new customers, product launches, and market expansions.
- Participate in stakeholder meetings to align customer demand with operational capabilities.
- Facilitate communication between internal functions to resolve operational issues impacting customers.
- Drive process standardization and improvement initiatives within customer service operations.
- Ensure effective utilization of ERP and CRM systems for order management, reporting, and customer data management.
- Identify opportunities for automation, digitalization, and system enhancements to improve service efficiency and accuracy.
- Support implementation of regional or global system upgrades and digital transformation initiatives.
- Ensure compliance with company policies, safety standards, and regulatory requirements relevant to order processing and chemical distribution documentation.
- Ensure accurate and compliant documentation for customer service activities, maintaining records and documentation controls to support audit readiness.
- Support business continuity planning by identifying operational risks, implementing mitigation strategies, and coordinating stakeholders to maintain customer service operations during disruptions.
- Align with regional customer service strategies, policies, and operating standards while supporting regional service improvement initiatives, transformation programs, and operational projects.
- Provide country-level insights and performance information to regional leadership.
- Support working capital management by ensuring timely invoicing, order accuracy, and dispute resolution.
- Collaborate with stakeholders to minimize order-to-cash cycle delays and address service-related cost drivers through operational efficiency initiatives.
- Perform other duties as assigned to support business objectives.
- Prior experience in chemical distribution, manufacturing, or B2B industrial environments.
About the company
Brenntag is a global chemical distributor that connects manufacturers with users. It offers distribution, logistics, and value-added services to move chemicals efficiently across a broad network. The company differentiates itself with a large global reach and a wide range of supply-chain services that emphasize efficiency, sustainability, and transparency. Its goal is to help manufacturers reach target markets and ensure customers receive chemicals reliably while maintaining responsible and accountable operations.
Company Size
10,001+
Company Stage
IPO
Headquarters
Mülheim an der Ruhr, Germany
Founded
1874
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Simplify's Take
What believers are saying
- Q2 2026 EBITDA rose 41%, and guidance increased to €1.35-1.45 billion.
- September 23, 2026 Jakarta Nutrition Center expands customer lock-in across Southeast Asia.
- Woojin Trading closes Q4 2026, deepening Brenntag’s South Korea beauty footprint.
What critics are saying
- NTSB’s April 7, 2026 sodium hydroxide explosion probe threatens penalties and reputational damage.
- French antitrust proceedings and North American talc suits can trigger fines and settlements.
- Headcount cuts and pricing-driven margins mask weak visibility; Q4 2026 demand normalizes.
What makes Brenntag unique
- Brenntag’s 31 nutrition centers give local application support across 2026.
- BYPHAR bundles biopharma raw materials, regulatory documentation, and global supply reliability.
- Exclusive principal partnerships with dsm-firmenich and Cargill widen specialty distribution depth.
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Benefits
Paid parental leave
Education assistance program
Employee assistance program
Health Insurance
Dental Insurance
401(k) Company Match
401(k) Retirement Plan
Flexible Work Hours
Gym/Wellness subsidy
Tuition Reimbursement
Growth & Insights and Company News
6 month growth
8%1 year growth
8%2 year growth
8%Global partnership with dsm-firmenich for BYPHAR powered by Biond(TM). Brenntag Pharma and dsm firmenich enter long term global partnership for GMP grade vitamins under new Biopharma co brand BYPHAR powered by Biond(TM). * The strategic partnership expands Brenntag's Biopharma ingredients portfolio BYPHAR * BYPHAR powered by Biond(TM) will be presented publicly at CPHI, Milano, with an After Dark Event on Wednesday, October 7th, 5:30pm at the Brenntag booth (1A26) * This agreement is a milestone in the long-standing partnership with dsm-firmenich, spanning more than 30 years Brenntag, the global market leader in chemicals and ingredients distribution, and dsm-firmenich today announced the signing of a global distribution agreement combined with a long-term strategic partnership. The collaboration aims to strengthen the worldwide availability of high-purity, GMP-grade vitamins. The partnership will operate under the new co-brand BYPHAR powered by Biond(TM), dsm-firmenich's portfolio of high-purity vitamins specifically designed for cell culture media and biologics manufacturing. The agreement grants Brenntag exclusive distribution rights for dsm-firmenich's Biopharma-grade vitamin portfolio - Biond(TM)- across all major biopharma regions: North America, LATAM, Europe, MEA, and APAC. Eight BYPHAR powered by Biond(TM) products in multiple pack sizes will be available: * BiondTM Niacinamide Ph Excel (B3) * BiondTM Folic Acid Ph Excel (B9) * BiondTM Cyanocobalamin Ph Excel (B12) * BiondTM D-Panthenol Ph Excel (B5) * BiondTM Thiamine Hydrochloride Ph Excel (B1) * BiondTM Riboflavin 5'-Phosphate Ph Excel (B2) * BiondTM Pyridoxine Hydrochloride Ph Excel (B6) * BiondTM D-Biotin Ph Excel (B7) The vitamins are designed for use in cell culture media, feed media, and upstream bioprocessing, supporting the production of biologics, vaccines, and cell therapies as critical ingredients for healthy cell growth. Key product attributes include: * High-purity GMP-grade quality with multi-compendial compliance * Pack size flexibility from R&D to commercial scale * Reliable global supply chain and technical support These features address core industry requirements like consistent cell performance, process robustness, and scalable manufacturing reliability. "With this partnership, we significantly expand our global biopharma portfolio and reinforce our ability to support customers who depend on stable, quality-assured raw materials," said Gust Desmedt, Global President Pharma at Brenntag. "BYPHAR powered by Biond(TM) reflects a shared commitment to quality, reliability, and secure supply for critical upstream processes." "Biond(TM) was created to address the evolving needs of biologics manufacturers, who increasingly require not only high-purity raw materials, but also assurance around quality, reliability, and technical expertise. Our partnership with Brenntag Pharma combines complementary strengths to deliver a dedicated offering for biopharmaceutical applications under the BYPHAR brand, helping customers move forward with greater confidence and control," said Fernanda Onofre, Director Global Marketing and Business Development, Pharma Biologics Solutions, Health, Nutrition and Care at dsm-firmenich. About dsm-firmenich: As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world's growing population to thrive. With its comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, Brenntag Group work to create what is essential for life, desirable for consumers, and more sustainable for people and the planet. dsm-firmenich is a Swiss company, listed on the Euronext Amsterdam and SIX Swiss Exchange, with operations in almost 60 countries and revenues of more than €9 billion for its Continuing Operations following the divestment of Animal Nutrition & Health. With a diverse, worldwide team of nearly 21,000 employees, Brenntag Group bring progress to life every day, everywhere, for billions of people. www.dsm-firmenich.com BiondTM is a trademark of dsm-firmenich group. Downloads.
Brenntag opens new Nutrition Innovation & Application Center in Jakarta. By Prakash Mishra September 23, 2026 2 Mins Read Brenntag, the global market leader in chemicals and ingredients distribution, today announced the opening of its new Innovation & Application Center for Nutrition in Jakarta, Indonesia. The centre supports food and beverage manufacturers in Indonesia and Southeast Asia with localised technical expertise, application development, and product innovation capabilities. Located at The Gallery CIBIS Park in Jakarta, the Innovation & Application Center offers formulation development, application testing, laboratory analysis, pilot production, and technical training for food and beverage manufacturers. Equipped with a UHT pilot plant, it enables customers and supplier partners to validate and refine new product concepts before commercialisation. As part of Brenntag's network of 31 Nutrition Innovation & Application Centres worldwide, the facility combines local application expertise with access to global technical knowledge. Kenneth Keh, Brenntag Regional President, Nutrition, Asia Pacific, said, "Indonesia is one of the most dynamic food and beverage markets in Southeast Asia and a strategically important market for Brenntag. This investment strengthens our ability to support customers with the technical expertise and market insights needed to develop differentiated products, respond to evolving market trends, and capitalise on growth opportunities across the region." Supported by a dedicated team of technical and application specialists, the centre serves customers across a broad range of nutrition segments, including alcoholic and non-alcoholic beverages, bakery, confectionery, convenience food, dairy, meat, poultry and fish processing, nutraceuticals, sauces and condiments, specialised nutrition, and plant-based products. Winnie Koh, Brenntag Innovation & Application Director, Nutrition, Asia Pacific, said, "The centre strengthens our ability to translate technical expertise into practical product solutions. Customers can engage directly with our application specialists to evaluate formulations, optimise performance, and validate concepts through pilot trials before commercial production."
Zucchetti announces new CHRO Latam. Filipe Morassi has a career spanning almost 25 years and comes from the German company Brenntag. September 15, 2026 - 16:19 Font size: -A+A Filipe Morassi (Photo: Disclosure) Zucchetti, an Italian multinational management software company, announced Filipe Morassi as its new Chief Human Resources Officer (CHRO) for Latin America. With nearly 25 years of experience in human resources, Morassi comes from Brenntag, the German leader in the distribution of chemical products and ingredients. The professional dedicated more than 11 years of his career to the company, holding positions including senior executive manager of HR and communications, HR director for Southern Latin America, and M&A integration director, based in São Paulo and Mexico City. Previously, he was HR manager at Oji Papéis Especiais, business partner and HR coordinator at Fibria, and analyst in the same sector at Whirlpool. At Zucchetti, he will have the challenge of preparing the people strategy to support the company's growth and the integration of new companies into the group. "Zucchetti's growth plan is very interesting and we need to be well structured to achieve this growth. I feel very privileged to be able to take part in this moment for the company, which is in clear expansion, acquiring companies and also achieving important organic growth within each business," says Morassi. Among the new CHRO's priorities for this moment is the creation of an organizational architecture that meets the company's current needs but has the flexibility to support its growth and future M&A operations. "The challenge is to build a structure that makes sense for Zucchetti today and is prepared for the future, reconciling different businesses and cultures, preserving the best of each organization, and creating synergies that contribute to the group's growth," says Morassi. Another major focus will be preparing leadership to manage mixed teams, made up of Zucchetti employees and those from acquired companies, while evaluating and harmonizing the processes of both companies. Responsible for Zucchetti Group's operations throughout Latin America, Zucchetti Latam has Brazil as its main strategic hub outside Italy. In 15 years of operation in the country, it has invested more than R$ 1 billion in acquisitions to expand its presence and portfolio. The first Italian software house and one of Europe's largest technology companies, the group provides software to 750,000 companies in more than 50 countries and has 9,000 employees. In Brazil, it serves more than 180,000 customers and more than 4,000 partners, with solutions in ERP, commercial automation, human resources, and electronic signatures. In recent years, the company has acquired several companies in Brazil, such as Elofy, D4Sign, Omnibees, SmallSoft, Gdoor, and AppBarber. Reporter at Baguete Diário
(IN BRIEF) Brenntag has successfully placed a €500 million seven-year bond in the European capital market, further strengthening its financing profile and extending the maturity structure of its financial liabilities. Issued by Brenntag Finance B.V. under the company’s existing Debt
Lubrizol, Brenntag strengthen coatings collaboration in Vietnam. August 20, 2026 Lubrizol and Brenntag are strengthening their collaboration in Vietnam, with a focus on supporting customers in the country's coatings, construction and inks markets. The companies recently hosted a Collaboration Day in Ho Chi Minh City, bringing customers together for technical presentations and product demonstrations. The event included technology showcases for wood and metal coatings as well as solutions for construction and inks applications. Looking for a reprint of this article? From high-res PDFs to custom plaques, order your copy today! JOIN TODAY to unlock your recommendations. Already have an account? Sign In