Customer Service Manager
At Techtronic Industries, we are committed to delivering exceptional customer service. Our Customer Service team is the central hub connecting our supply chain functions with regional Sales Business Units.
The ideal candidate will have proven experience in customer service operations within manufacturing or B2B environments and a solid knowledge of order-to-cash processes, logistics flows, and claims management. Strong leadership skills and the ability to motivate teams are essential for this role.
Key Responsibilities:
* Lead the Customer Service team to ensure efficient order-to-cash operations and timely claim resolution.
* Monitor key performance indicators (KPIs) and drive continuous improvement initiatives.
* Develop and implement strategies to improve service quality and process efficiency across regions.
* Standardize systems and processes, including SAP and Salesforce Service Cloud.
* Serve as liaison between headquarters, SBUs, logistics teams, and external customers.
Requirements:
* Proven experience in customer service operations within manufacturing or B2B environments.
* Strong leadership and team development skills.
* Solid knowledge of order-to-cash processes, logistics flows, and claims management.
* Proficiency in SAP (SD module preferred) and CRM systems (Salesforce Service Cloud desirable).
* Good command of German and English; additional European languages an advantage.
Benefits:
* An attractive company recognized as a 'top employer' by kununu.
* Company pension scheme.
* Free parking spaces directly next to the office and good public transport connections.
* Fresh fruit, water, and hot beverages for free.
* Company fitness via 'EGYM Wellpass' and bike leasing via 'JobRad'. EAP (mental support for employees), learning platforms such as 'GoodHabitz' and 'Learn TTI' for professional development.