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 16,400 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.

Heraeus Precious Metals North America Conshohocken, LLC, is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.