Customer Service Manager

Customer Service Manager

Permanent  

 

 

Creating foldable displays, advancing medical innovations, or giving new life to precious metals – at Heraeus, we empower our customers to stay ahead of the curve. As a family-owned global technology leader, we take pride in being the invisible force driving innovation. Whether in production, research, sales, or administration, we deliver world-class quality across key industries: Metals & Recycling, Healthcare, Semiconductor & Electronics, and Industrials. With a strong global presence, including a significant footprint in the United States, Heraeus employs approximately 15,200 people across 40 countries, all dedicated to shaping the future of technology and industry. 

 

 

The following challenges await you: 

• Provide leadership and guidance to the Customer Service Department. Manage the departmental budget.
• Communicate externally to customers and internally to accounting, purchasing, production, quality control, shipping, jarring, and engineering as needed.
• Confer with customers by telephone or email to provide information about products and services, shipping dates or delays and also to take, enter or update orders as needed.
• Understand and manage the variable pricing of precious metals and follow Heraeus guidelines regarding precious metal pricing. Oversee price maintenance of customer specific pricing (deviations and standard price), upon product/sales manager feedback.
• Fully understand the OTC process in SAP, including all necessary SAP transactions.
• Fully understand the eCommerce platform, customer set up steps and to be able to troubleshoot eShop errors that arise.
• Follow and support ISO and IATF procedures and participate in all audits pertaining to the OTC procedures.
• Own and manage customer purchasing portals and EDI programs.

Your Profile:

We are looking for people who are not just open to new ideas, but want to bring fresh thinking, energy and a creative perspective to their work. Some of the traits and qualifications the ideal candidate would possess include:

• A minimum of a Bachelor’s Degree and eight to ten years of experience in a customer service or inventory control role supporting a manufacturing environment is required.  Minimum 5 years of management experience is required. 
• Interpersonal skills and the ability to communicate in a professional manner are required. 
• Organizational skills, teamwork skills, the ability to multi-task, and the ability to solve problems are required.
• Computer proficiency in an ERP system as well as MS Outlook, MS Word and MS Excel is required. 
• Knowledge of ISO standards is helpful.
• This position will have limited travel required to support internal projects, training, and sales meetings.