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 [email protected] or apply directly below - we'd love to hear from you!