Manager Customer Service DACH (m/w/d)

Manager Customer Service DACH (M/W/D)

The Etex Group is an international leading industrial group specializing in the production and marketing of high-quality building materials and solutions. Our products and systems stand for the highest quality and contribute to making homes, schools, hospitals, and more safer, quieter, and warmer. Promat belongs to the Belgian Etex Group and benefits from the expertise and technological progress of over 13,500 employees at 160 locations worldwide.

The Etex Building Performance GmbH is represented in Germany at four locations. With our brands Siniat and Promat, we are one of the leading providers of innovative solutions in dry construction and in building technical fire protection. We work as ONE team and maintain a collaborative and caring culture, a pioneering spirit, and the passion to always become better for our customers.

Mission & Kontext

As Customer Service Manager DACH, you are responsible for the order-to-cash processes including claims processing for our two brands Siniat and Promat in the DACH region. You ensure a smooth and cost-optimized process from order entry and order confirmation to timely delivery.

You are customer-oriented. You work closely with sales and marketing to analyze and understand customer needs, define and implement customer-oriented measures, goals, and KPIs to increase added value.

You strive for digital solutions. With your leadership skills, you promote a mentality of continuous improvement and focus on team development, OTC processes, and tools.

Ihre Aufgaben

• Leading & Developing: Building, leading, and coaching the customer service and claims team. You ensure clear task distribution, motivation, and further development.

• Optimizing & Standardizing: Harmonizing processes across different areas (planning, sales, logistics, pricing) and promoting digital solutions like OCR or EDI.

• Living Customer Focus: Close cooperation with sales and marketing, analysis of customer feedback (e.g., NPS), and implementation of measurable improvement measures.

• Securing Results: Regular analysis of cost and performance indicators, derivation of measures for efficiency improvement and cost control.

• Taking Responsibility: Reporting, quality control, and implementation of sustainable improvements based on benchmarks and best practices.

Ihr Profil: Sie Passen Menschlich Wie Fachlich Ins Team

• Completed university degree (Bachelor/Master) or equivalent professional experience.

• Several years of professional experience in customer service – from order entry to claims management, ideally with experience in up/cross-selling.

• Proven leadership experience with the ability to develop teams and inspire change processes.

• Strong problem-solving skills and flexibility in dealing with challenges in supply chains and processes.

• Experience in implementing process improvements with a focus on service quality, efficiency, and inventory optimization.

• Proficient in using ERP and BI systems (SAP S/4HANA preferred) as well as the common MS Office tools and interest in automation solutions.

• Analytical, structured working method combined with a hands-on mentality.

Benefits & Menschliches: Hier Lohnt Sich Ihr Einsatz In Jeglicher Hinsicht

Around 1,300 employees in Germany are part of the permanently employed Etex team. The cooperation in our company is characterized by the fact that every individual feels taken seriously and sees their talents promoted. In numbers and benefits, you can expect the following – because good work needs a good environment:

• Reliability you can count on: A permanent fixed-term employment in an established company with decades of experience in dry construction and building technical fire protection.
• Freedom to shape instead of rigid procedures: With us, you have the freedom to develop ideas and implement them in practice – with flexible working hours.
• Collaboration on equal footing: A company culture in which ideas are heard – with regular feedback discussions and room for your personal development.
• Progress with a plan: Whether it’s a specialist seminar, training, or digital learning platform – we support your development in a targeted manner.
• Modern working: Bright, friendly offices with free fruit and coffee – so you can feel completely at ease.
• Work-life balance: 30 days of vacation and the possibility to work mobile on a prorated basis.
• Attractive framework conditions: Bike leasing, good transport links (public transport, highway, airport) and free parking spaces.
• Progress inclusive: You benefit from a structured onboarding, numerous internal offers, and the chance to work on international projects.