Customer Service Manager

Hartmann Young; Hamburg; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

A global organization in diabetes care seeks a Customer Service Manager in Hamburg, Germany. This role involves leading Customer Service operations across EMEA and developing new solutions in collaboration with IT and internal teams. The ideal candidate will have a Bachelor's degree, experience in SAP, and strong project management skills. Fluency in English is required. The company offers a dynamic work environment and opportunities for growth.

Qualifikationen

• 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; any other EU language is a plus.

Aufgaben

• Lead Customer Service operations across EMEA.
• Develop new solutions with internal IT and Customer Service teams.
• Implement new requirements across systems, processes, and structures.
• Review and validate Customer Service Standard Operating Procedures.
• Serve as approval point for changes in the order-to-cash process.
• Manage Customer Service performance against KPIs.
• Drive continuous improvement for the order-to-cash process.
• Oversee master data governance across functional teams.
• Provide governance for EDI and DRC processes.
• Perform SOX controls and support compliance audits.

Kenntnisse

Project management

Customer service operations

Communication

Problem-solving

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!