Customer Service Manager

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

Zusammenfassung

A global leader in diabetes care seeks a Customer Service Manager to enhance operations across EMEA. This role involves developing customer service processes, managing performance metrics, and ensuring compliance with standards. The ideal candidate holds a Bachelor's degree, has project management skills, and is proficient in SAP and Salesforce. Located in Düsseldorf, the role offers an opportunity to drive improvements in a fast-paced international environment.

Qualifikationen

• Bachelors in Business or related discipline; Master's is a plus.
• Experience in project and people management.
• Knowledge of order-to-cash / quote-to-cash processes.

Aufgaben

• Lead Customer Service operations across EMEA.
• Develop solutions and improve customer service processes.
• Manage Customer Service performance against KPIs.

Kenntnisse

Project management

Customer service enhancement

Problem-solving

Communication

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!