Lead the customer service strategy in Israel and translate company vision into measurable departmental objectives
Directly manage Project Managers and Team Leads across VMI and One Source operations
Develop and maintain strong relationships with strategic customers, ensuring high levels of satisfaction
Identify and drive business development opportunities within existing customer accounts
Manage ongoing customer interactions, including meetings, business reviews, and status updates
Handle complex escalations and provide structured, long-term solutions
Ensure compliance with KPIs, SLAs, and service performance targets
Analyze operational performance and produce management reports to support decision-making
Drive continuous improvement initiatives and optimize cross-functional processes (Operations, Purchasing, Logistics, etc.)
Collaborate with global stakeholders across the organization
Lead training, coaching, and development of managers and teams
Ensure adherence to processes, policies, and data integrity standards
Manage workload distribution and prioritization at the departmental level
Oversee resource planning aligned with business needs
Perform additional duties as assigned

Bachelor’s degree in a relevant field (Supply Chain, Industrial Engineering, Business Administration, or similar)
Minimum of 5 years of experience in Customer Service and/or Supply Chain roles
Proven experience managing teams and managers
Experience working with global and/or strategic customers
Advanced proficiency in Microsoft Office Suite (especially Excel)
ERP system experience
Experience with BI tools and data analysis – advantage
Hebrew – Native
English – High level (verbal, written, and reading)

Lead the customer service strategy in Israel and translate company vision into measurable departmental objectives
Develop and maintain strong relationships with strategic customers, ensuring high levels of satisfaction
Identify and drive business development opportunities within existing customer accounts
Ensure compliance with KPIs, SLAs, and service performance targets
Drive continuous improvement initiatives and optimize cross-functional processes (Operations, Purchasing, Logistics, etc.)
Collaborate with global stakeholders across the organization
Provide structured, long-term solutions to customer escalations
Manage workload distribution and prioritization at the departmental level
Oversee resources planning aligned with business needs

Senior Operational Key Account Manager, Customer Service Manager VMI – One Source

Key skills