Customer Service Manager

Hartmann Young; Dortmund; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A global leader in diabetes care is seeking a Customer Service Manager to join their team in Germany. The role involves leading customer service operations across EMEA, enhancing processes, and ensuring compliance with order-to-cash standards. Candidates should possess a Bachelor's degree in Business, have project management experience, and good knowledge of SAP. Fluency in English and strong communication skills are essential. This position offers the chance to significantly impact customer service delivery.

Qualifikationen

• Bachelor's degree in Business or related discipline is required.
• Experience managing projects and teams is necessary.
• Knowledge of order-to-cash processes is crucial.
• Hands-on resilience and effective problem-solving skills are needed.

Aufgaben

• Lead Customer Service operations across EMEA.
• Develop solutions and enhance customer service processes.
• Manage performance against KPIs and improve processes.
• Oversee governance for EDI and perform SOX controls.

Kenntnisse

Project management

Customer service management

Problem solving

Communication

SAP management

Fluent English

Ausbildung

Bachelor's in Business or related discipline

Master's preferred

Tools

SAP

Salesforce

Jobbeschreibung

Customer Service Manager - Medical Device

Hartmann Young is partnered with an established global organisation in diabetes care, seeking to grow the team in Germany with the addition of a Customer Service Manager, reporting to the Director of Quote to Cash International in Commercial Operations.

The Role

• Lead Customer Service operations across EMEA.
• Develop new solutions and enhance customer service process flows in partnership with internal IT and Customer Service teams.
• Represent country and customer needs, ensuring new requirements are captured and implemented across systems (SAP, Salesforce), processes, and organisational structures.
• Review and validate Customer Service Standard Operating Procedures.
• Serve as the approval point for changes or exceptions within the established order-to-cash process.
• Manage Customer Service performance against KPIs and other metrics.
• Drive continuous improvement initiatives for the regional order-to-cash process.
• Oversee master data governance and maintenance across functional teams.
• Provide governance for EDI and DRC processes.
• Perform SOX controls and support SOX compliance audits with shared service partners when required.

The Person

• Bachelors in Business or related discipline. Masters preferred.
• Experienced project and people manager.
• Working knowledge of order-to-cash / quote-to-cash process.
• International cross-functional and customer facing work experience.
• Experience in SAP management.
• Resilient and hands-on, with keen problem solving skills.
• Excellent communication.
• Fluent in English, every other EU language is a plus.

If this sounds like you, reach out on [e-mail] or apply directly below - we'd love to hear from you!