What are the responsibilities and job description for the Customer Service Manager position at Heraeus Holding GmbH?
Job ID 59240 Funktionsbereich Marketing & Sales Vollzeit/Teilzeit Vollzeit Einstiegslevel Berufserfahrene
Customer Service Manager
Heraeus Electro-Nite
Location Hartland - Wisconsin
Permanent
Full Time
Location: Hartland, WI
- Hybrid work schedule, after training period.
About the Role
Heraeus Electro-Nite is seeking an experienced Customer Service Manager to lead, develop, and elevate our Customer Service organization. This role is ideal for a hands-on leader, who values disciplined processes, and is passionate about delivering exceptional customer experience.
As Customer Service Manager, you will play a key role in standardizing customer-facing operations, optimizing order-to-cash processes, and serving as a critical connector between Sales, Production Planning, Finance, and Supply Chain. You will lead a high-performing team while directly influencing on-time delivery, customer satisfaction, and operational efficiency.
What You’ll Do
- Lead, coach, and performance‑manage the Customer Service team, including hiring, training, and employee development.
- Standardize customer service SOPs, training materials, and knowledge base content.
- Own and optimize the order‑to‑cash process, including order entry, changes, returns, and collections, primarily within SAP.
- Track and improve team performance using KPIs, analytics, and continuous improvement initiatives.
- Partner with Sales, Production Planning, and Supply Chain to align demand, capacity, and customer priorities to improve on‑time delivery.
- Resolve escalated customer issues and ensure a high‑quality customer experience.
- Govern customer account setup, master data quality, and compliance with credit, tax, and documentation controls.
- Manage customer portals and sales assets, including proposals, customer websites, and tracking of loaned/leased equipment.
Who You Are
- High School diploma or GED required
- Associate’s or Bachelor’s degree in Business, Operations, Supply Chain, or related field preferred (or equivalent experience).
- Minimum of 5 years of experience in Customer Service or Order Management, preferably in an industrial manufacturing environment.
- Proven experience supervising frontline teams and handling customer escalations.
- Strong SAP proficiency required; familiarity with CPQ or pricing tools preferred.
- Demonstrated skills in team leadership, cross‑functional coordination, KPI management, and data governance.
- Excellent communication, problem‑solving skills, strong attention to detail, and a positive, professional attitude.
Candidates, interested in requisition 59240 , are invited to apply online or contact Rita Esposito for further questions – both will of course be treated confidentially.
ReqID: 59240