Customer Service Manager Role
About the Job:
The Customer Service team, based in our headquarters in Germany, is seeking a highly skilled and motivated Customer Service Manager. This individual will lead the customer service team, ensuring efficient order-to-cash operations, timely claim resolution, and high service standards.
This role requires a proven track record of leading, developing, and motivating teams. The ideal candidate will have solid knowledge of order-to-cash processes, logistics flows, and claims management. Additionally, proficiency in SAP (SD module preferred) and CRM systems (Salesforce Service Cloud desirable) is essential.
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.
* Improve service quality and process efficiency across regions by standardizing systems and processes.
* Serve as a liaison between headquarters, sales business units, logistics teams, and external customers.
* Support supply chain projects through cross-functional coordination.
* Manage escalated cases with root cause analysis and corrective actions.
* Oversee return management across European logistics centers.
Requirements:
* Proven experience in customer service operations within manufacturing or B2B environments.
* Proven knowledge in leading, developing, and motivating 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%).
Your Benefits:
* An attractive company culture recognized as a top employer.
* 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.
* Special employee benefits via 'Family & Friends' and additional corporate benefits.
We look forward to getting to know you.