Customer Service Manager

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.

• 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.