Customer Service Manager

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

Zusammenfassung

A global healthcare company is looking for a Customer Service Manager to lead operations across EMEA and improve processes in diabetes care. The role requires a Bachelor's in Business or a related field, substantial experience in project and people management, and familiarity with order-to-cash processes. Knowledge of SAP and proficiency in English is essential, with additional EU languages advantageous. The role offers opportunities for continuous improvement and governance in customer service roles.

Qualifikationen

• Bachelor's degree in Business or a related field; Master's preferred.
• Experience in project and people management is essential.
• Working knowledge of order-to-cash and quote-to-cash processes.
• Experience managing SAP systems is required.
• Fluency in English; additional EU languages are a plus.

Aufgaben

• Lead Customer Service operations across EMEA.
• Develop new solutions for enhancing customer service processes.
• Ensure new requirements are implemented across relevant systems.
• Manage Customer Service performance against set KPIs.
• Drive continuous improvement in order-to-cash processes.

Kenntnisse

Project management

People management

Problem-solving

Communication

SAP management

Customer service improvement

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!