Customer Service Manager

Hartmann Young; Köln; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A global organization in diabetes care is looking for a Customer Service Manager to oversee customer service operations across EMEA. This role involves developing new solutions, managing performance metrics, and ensuring compliance with the order-to-cash processes. The ideal candidate will have a Bachelor's degree in Business, experience in project management, and strong knowledge of SAP, along with excellent communication skills. Fluency in English is mandatory, and additional EU languages are advantageous.

Qualifikationen

• Bachelor's degree in Business required; Master's preferred.
• Experience in managing projects and teams; skilled in cross-functional environments.
• Fluent in English; additional EU languages are a plus.

Aufgaben

• Lead Customer Service operations across EMEA.
• Develop solutions to enhance customer service workflows.
• Manage performance against KPIs in the order-to-cash process.

Kenntnisse

Project management

Problem solving

Excellent communication

Customer service operations

SAP management

Fluent in English

Ausbildung

Bachelor's degree in Business or related discipline

Master's degree 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!