Customer Service & Order Management Manager

Job Description:

Customer Service & Order Management Manager 

Huntsman is seeking a Customer Service & Order Management Manager supporting the Polyurethanes Division located in San Jose, Costa Rica. This position will report to the Supply Chain Director. 

This role is responsible for leading customer service and order management operations across North and South America for the Polyurethanes business. The position requires a strong understanding of complex supply chain processes, including customer service, planning, logistics, manufacturing interfaces, and commercial operations, while ensuring exceptional customer experience and operational excellence. In summary, as the Customer Service & Order Management Manager, you will:

• 30% Leader: Results-driven leader with a proven ability to effectively manage teams and organizations with a focus on execution, accountability, and safety. Demonstrated experience creating and driving a vision through strategic thinking, influence, implementation of best practices, and development and monitoring of KPIs. Foster a positive culture that recognizes, rewards, and celebrates achievements while promoting employee engagement and collaboration.

• 30% Relationship Builder: Lead relationships with internal and external customers; align strategic and operational priorities with business objectives; establish open communication channels and build trust across teams and stakeholders. Demonstrate strong business acumen and operational understanding while effectively managing gaps, clarifying roles, advocating for teams, and fostering collaboration across functions.

• 20% Motivator / Developer: Recruit, develop, and retain top talent to support long-term business success. Build organizational capability through coaching, mentoring, succession planning, and ongoing development of team members. Address performance and behavioral concerns while ensuring accountability and continuous improvement.

• 20% Resolver: Identify and streamline inefficient, complex, or missing processes across customer service and supply chain functions. Remove operational roadblocks, minimize risks, drive continuous improvement, support escalations, and serve as the voice of the team while partnering with key stakeholders to deliver business results.

Qualifications 

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates. The candidate must have an unrestricted right to work for Huntsman in Costa Rica. A valid passport and U.S. visa are required for this role. All candidates are expected to work at our office in AFZ, Heredia on Mondays, Wednesdays, and Thursdays. Please note that there may be occasions where additional office days are required due to specific business needs. 

Minimum Qualifications

• Bachelor’s degree in Engineering, Business, Supply Chain, Operations Management, or a related field (or equivalent years of experience).

• 7+ years of progressive experience leading customer service, order management, or supply chain teams within manufacturing, chemical, industrial, or related environments.

• Experience managing customer order fulfillment processes in a complex multi-business or multi-operating-model environment.

• Demonstrated understanding of key supply chain functions, including planning, logistics, manufacturing operations, inventory management, and customer order fulfillment.

• Advanced English proficiency (C1 preferred).

• Experience building and maintaining strong customer relationships.

• Experience leading and developing direct reports, including coaching, talent development, and performance management.

• Experience driving customer engagement strategies, continuous improvement initiatives, and operational excellence programs.

Skills and Knowledge

• Strong customer-focused mindset with the ability to build trusted relationships.

• Strong understanding of end-to-end order management processes, including order entry, fulfillment, delivery coordination, and customer issue resolution.

• Experience operating within manufacturing, chemical, industrial, or highly complex supply chain environments.

• Ability to effectively partner with planning, procurement, logistics, manufacturing, and commercial teams to drive business results.

• Demonstrated capability leading teams through complexity, process standardization, and multiple operating models.

• Ability to analyze data and trends to develop engagement strategies and improve performance.

• Experience in conflict resolution, negotiation, and stakeholder management.

• Knowledge of Lean Six Sigma or other continuous improvement methodologies.

• Strong organizational, analytical, and problem-solving skills.

• Proficiency in Microsoft Office applications, particularly Excel.

• Ability to manage multiple priorities effectively in a fast-paced environment.

• Experience improving customer service processes and enhancing the overall customer experience.

Preferred Qualifications

• Master’s degree in Business Administration, Supply Chain, Operations, or a related field.

• Strong communication skills, both verbal and written.

• Ability to anticipate customer needs and provide proactive solutions.

• Flexibility and adaptability to changing priorities.

• Experience utilizing SAP Order-to-Cash (OTC), Customer Service, and Supply Chain processes.

• Strong understanding of end-to-end supply chain operations, including production planning, logistics, inventory management, manufacturing, and customer order fulfillment.

• Experience within the chemical, polyurethanes, manufacturing, or industrial sectors strongly preferred.

Working Environment

• Work in a complex manufacturing and supply chain environment supporting Polyurethanes customers across North and South America through multiple operating models and business processes.

• Close collaboration with cross-functional teams including Planning, Logistics, Manufacturing, Procurement, Commercial, and Supply Chain functions across regions.

• Leadership of teams supporting North and South America operations.

• Active engagement in continuous improvement initiatives, transformation projects, and operational excellence programs.

Additional Locations: