Customer Service Manager

A Place Where People Matter. 

Start your career journey with Univar Solutions  Here you can make an impact on the world around you and accelerate your career in areas that energize and excite you. 

The Customer Service Manager is responsible for overseeing the day-to-day operations of the customer service department. This role ensures customer inquiries, orders, and issues are handled efficiently and professionally, while maintaining compliance with company policies, industry regulations, and safety standards. This role will be key in building strong client relationships, supporting the sales team, and driving continuous improvement in service levels.

What you'll do:

• Lead, mentor, and develop the customer service team to deliver high-quality service.
• Oversee order processing, from order entry to delivery, ensuring accuracy and timeliness.
• Manage customer accounts, addressing inquiries, complaints, and escalations promptly and effectively.
• Collaborate closely with Sales, Operations and Transportation teams to ensure smooth order fulfillment.
• Monitor KPIs (e.g., timely delivery, response times, customer satisfaction) and implement improvements as needed.
• Ensure compliance with all relevant regulations, including transportation, handling, and storage of chemicals.
• Maintain strong customer relationships through proactive communication and service excellence.
• Find opportunities to streamline processes, enhance efficiency, and improve the overall customer experience.
• Provide regular reporting to senior management on customer service performance and trends.

What you'll need:

• Bachelor's degree in Business Administration, Supply Chain, or related field (or equivalent experience). A post degree is preferred.
• 5+ years of experience in customer service, with at least 2 years in a supervisory or management role.
• Highly analytical mindset with strong skills in data interpretation and reporting — experienced in working with metrics and KPIs to drive insights and performance.
• Advanced proficiency in Excel is required. Experience with Salesforce, SAP, and Tableau is a strong plus.
• Experience in the chemical distribution, manufacturing, or logistics industry preferred.
• Strong leadership, coaching, and team-building skills.
• Excellent communication and problem-solving abilities.
• Knowledge of chemical industry regulations (WHMIS, OSHA, DOT, TDG, etc.) considered an asset.
• Strong organizational skills and ability to lead priorities in a fast-paced environment.

Where you'll work:

This is a hybrid role based at our office located in the Tule Industrial Park, Mexico City. The selected candidate will be required to work from the office three times per week.

Univar Solutions is a leading, global distributor of chemicals and ingredients essential to the safety, health, and wellbeing of our daily lives from life-saving medicines and vitamins to hand sanitizers and industrial materials used for cleaning, construction, and more.  Our global team of more than 9,500 employees support our vision to redefine distribution and be the most valued chemical and ingredient distributor on the planet

We offer a Total Rewards package that includes market aligned pay and incentives as well as a diverse benefits offering to support our employees' physical, emotional, and financial wellbeing.

Univar Solutions supports sustainable solutions for the world around us so that we can do our part to help keep our communities healthy, fed, clean, and safe 

We are committed to a diverse workforce and a culture of inclusion.  Together, we are building a culture that acknowledges the unique experiences, perspectives and expertise of individuals and provides the development and growth opportunities to empower us to redefine our industry. 

Univar Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification.

Univar Solutions does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms (collectively Recruiting Firms). Recruiting Firms must enter into a Master Services Agreement (MSA) with Univar Solutions prior to submitting any information relating to a potential candidate. All searches must be initiated by Univar Solutions' Talent Acquisition team and candidates must be submitted via Applicant Tracking System (ATS) by approved vendors who have been expressly requested to make a submission for a specific job opening. No placement fees will be paid to any firm unless the aforementioned conditions have been met. Contacting our hiring managers directly is prohibited.