Customer Service Manager (m/w/d)

About the role

ABOUT ENOVIS™ Enovis Corporation (NYSE: ENOV) is an innovation-driven medical technology growth company dedicated to developing clinically differentiated solutions that generate measurably better patient outcomes and transform workflows. Powered by a culture of continuous improvement, global talent and innovation, the Company's extensive range of products, services and integrated technologies fuels active lifestyles in orthopedics and beyond. For more information about Enovis, please visit www.enovis.com . Was Sie tun werden | What You'll Do Customer Service Manager (m/w/d) - Hamburg Your tasks and responsibilities: Responsible for management of the Customer Service Team in Hamburg and Bochum and meeting the daily needs of (existing) customers by overseeing the Customer Service-related activities within the order to cash cycle incl. Master Data maintenance (prices, customer master data) and other activities such as creation of customer quotes or reports Ensure compliance with all company & regulatory requirements as well as process adherence to internal policies and support compliance obligations (i.e MDR, Post Market Surveillance, Product Documentation and Control, FSCA) with HQ Regulatory team Contribute to strategic planning for customer service improvements and scalability, Project Management of Customer Service related projects such as automation, self-service portals, EDI Ensure cross-site team integration, identification and implementation of synergy effects between various CS activities Monitor and deliver SLA & KPIs Develop and implement training programs for team development and manage personnel measures in the team Coordination of exceptional situations (i.e., back orders, ticket system handling, etc.) incl. communication to all stakeholders affected Introduction or adaptation of working procedures to meet the requirements of business partners such as Sales, Marketing, or international functions. Close collaboration with local Logistics & Supply chain team as well as with Enovis Surgical Germany Sales & Marketing teams Support and enable new product launches as well as new process implementation Your profile: University degree in business, technical or related field (or equivalent experience) 5+ years of experience in Customer Service or a relevant operational environment Experience in Healthcare / Medical Devices industry is a plus, but we also welcome candidates from other industries with strong Customer Service digital transformation experience Solid ERP knowledge (ideally Oracle JDE) and strong MS Office skills, especially Excel for analytics and reporting Strong understanding of order-to-cash processes, complex service models, and end-to-end service operations Experience in IT and logistics-related processes, as well as digital transformation and automation initiatives Strong analytical, structured and solution-oriented mindset with high attention to detail High customer and service orientation, with excellent communication skills for internal and external stakeholders Fluent in German (C1) and English, written and spoken Willingness to travel (10-50%)