Customer Service Manager

Vor 4 Tagen

Heidelberg, Baden-Württemberg, Deutschland embecta Vollzeit 90.000 € - 120.000 € pro Jahr

embecta is a global diabetes care company that is leveraging its 100-year legacy in insulin delivery to empower people with diabetes to live their best life through innovative solutions, partnerships and the passion of more than 2,000 employees around the globe. For more information, visit  or follow our social channels on LinkedIn, Facebook, Instagram and X.

Why join us?
A career at embecta means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work.  Here our employees can fulfill their life's purpose through the work that they do every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture.  Our Total Rewards program – which includes competitive pay, benefits, continuous learning, recognition, career growth and life balance components – is designed to support the varying needs of our diverse and global employees.

The Customer Service Manager, EMEA, plays a pivotal role in shaping and leading embecta's customer service operations across the region. Acting as the vital link between the customer service team, commercial organization, and clients, this role is responsible for designing and driving a seamless Operating Model that spans functions and geographies—ensuring exceptional service delivery aligned with business priorities.

Responsibilities

  • Ownership for Customer Service in EMEA
  • Design new solutions and improve the business process flows with embecta IT and embecta Customer Service
  • Act as the voice of the countries and customers with embecta Customer Service and ensure that new country requirements are captured and implemented in systems (SAP, ), processes and organizations.
  • Validate the Standard operating procedures for customer service.
  • Acting as the point of contact for approvals on changes/exception in established order-to-cash process.
  • Managing Customer Service activities in accordance with KPI and performance metrics
  • Responsible for continuous improvement for Order to Cash process in the region.
  • Oversees and owns the master data management and data maintenance with the functional teams.
  • EDI and DRC governance
  • Conduct SOX controls and SOX Compliance audits with embecta shared service partner as required.

Experience And Education

  • Bachelors in Business or related discipline. Masters preferred.
  • Experienced Project and people manager
  • International cross-functional and customer facing work experience
  • Experience in SAP management

Knowledge, Skills And Abilities

  • Stress resistant, resilient, hands on, creative, multi-tasking, problem solving skills
  • Excellent communication
  • Fluent in English, every other EU language is a plus
  • Working location can be in any country having an embecta entity in Europe.
  • Position reports to Director Quote to Cash International inside the Commercial Operations Organization

embecta is an Equal Opportunity/Affirmative Action Employer.  We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

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