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, preferable at EMEA level. 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 ellen.stanton@hartmannyoung.com or apply directly below - we'd love to hear from you!