Customer Service Manager (f/m/d)

IT-Systemhaus der Bundesagentur für Arbeit; Winnenden; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A federal IT service company based in Winnenden is seeking a CRM-Manager to lead their Customer Service team. This role involves ensuring efficient order-to-cash operations, improving service quality, and managing a team. Ideal candidates will have proven experience in customer service operations in manufacturing or B2B environments, a strong knowledge of logistics and claims management, and proficiency in SAP and Salesforce. The position requires fluency in both German and English, with some travel expected.

Qualifikationen

• Proven experience in customer service operations within manufacturing or B2B environments.
• Ability to lead, develop, and motivate teams.
• Solid knowledge of order-to-cash processes and logistics flows.

Aufgaben

• Lead the Customer Service team for order-to-cash operations.
• Monitor KPIs and drive continuous improvement.
• Maintain high service standards and improve service quality.

Kenntnisse

Team leadership

Customer service operations

Order-to-cash processes

Logistics management

SAP proficiency

Salesforce Service Cloud

Bilingual in German and English

Tools

SAP (SD module)

Salesforce Service Cloud

Jobbeschreibung

Beginn

• CRM-Manager/in

Our Customer Service team, based in our Headquarters in Winnenden (Stuttgart Area) is the central hub connecting our supply chain functions with the regional Sales Business Units and is currently looking for a:

Responsibilities:

• Lead the Customer Service team, ensuring efficient order-to-cash operations, timely claim resolution and high service standards.
• Monitor KPIs and drive continuous improvement initiatives.
• Improve service quality and process efficiency across regions, standardizing systems and processes (SAP & Salesforce Service Cloud).
• Act as liaison between headquarters, SBUs, logistics teams and external customers (f-m-d).
• Support Supply Chain projects through cross-functional coordination.
• Manage escalated cases with root cause analysis and corrective actions.

Requirements:

• Proven experience in customer service operations within manufacturing or B2B environments.
• Proven ability to lead, develop, and motivate teams.
• Solid knowledge of order-to-cash processes, logistics flows and claims management.
• Proficient in SAP (SD module preferred) and CRM systems (Salesforce Service Cloud desirable).
• Good command of German and English; additional European languages are an advantage.
• Willingness to travel as required by business needs (approximately 10%).