Customer Service Manager

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