Sr. Manager Customer Service, Sales Support & Projects (m/f/d)

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POSITION SUMMARY
The position Senior Manager Customer Service, Sales Support & Projects (m/f/d) is a high exposure leadership role within the German and European MID Leadership Teams.
Our new colleague will lead an organization of more than 30 staff, including three team leaders.
We are happy to discuss broader responsibilities (further direct people and business accountabilities like Distribution Sales) for this role as well.
The purpose of the position is to (a) ensure a highly efficient and customer responsive domestic German customer service organization, (b) grow and implement a flawless and SOP-compliant export and tender organization as well as (c) add new value and drive a highly market and project focused Infield Sales & Projects organization.
As a trusted member of the Leadership Teams, you will be the Customer Service Champion across all MID countries. You will actively take over, develop and implement strategic and operational project initiatives as defined by MID’s annual business priority (“Gold Nugget”) plan as well as arising, centrally to be steered business initiatives. Moreover, you will review and drive optimizations across EU MID.
The position will directly report to the Sr. Director Sales EU MID with a dotted matrix reporting line for (a) and (b) to the Director Global Customer Support.

CRITICAL COMPETENCIES
We are looking for someone who listens and responds to customer needs. Our ideal candidate works towards results, leads through DBS, moves strategy into action and solves problems. We need an effective supervisor who consistently uses sound judgment, who is humble and self-aware. You are transparent and your teams trusts you. You encourage balanced risk taking to advance innovation and you know how to attract, engage, and develop people.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
People Leadership
Hire, train, mentor and develop team.
Motivate the team and drive engagement.
Lead customer support teams (order entry, phone answering, complaints handling, credit notes, export and tender administration, etc.)
Support learning; Be a mentor in the areas that you have strengths and create opportunities for learning.
Handle personnel issues; Resolve problems in a timely manner.
Handle rewards; Recognize and acknowledge good performance.
Prepare and give; Annual performance reviews on time; review annual changes to the Incentive Plan and salary adjustment.
Help build an environment that encourages creativity, operates with honesty and fairness, and is open to new insights, and encourages and solicits contribution of ideas.

Continuous Improvement
Continuously drive process improvements to ensure most efficient ways of working
Deliver operational critical metrics defined and ensure continuous tracking, discussion and improvement via Visual Management
Drive a continuous agenda towards process automation via online tools / customer IT integrations
Engage with customers and industry associations to ensure customer offer and journey reflects and supports HACH’s growth aspirations
Interact with European and Global leadership as necessary to communicate and provide awareness on Hach’s (specifically Germany, sometimes MID) growth plans and issues.

Business Analysis and Project Management
Initiate and deliver business analysis and sales projects
Lead projects/major sales opportunities.Review, assign resources, monitor progress, meet agreed upon due dates and budgets of the Germany North West Sales Operations; Support coordination of intra-company Sales Operations initiatives and activities.
Stay on top of new technology and activities in industry.
Stay on top of industry sales trends and customer needs.

Compliance
Lead development of and adherence to policies and procedures; Provide direction in implementing those to ensure quality, consistency of communication, expectations, and customer service.

Communication
Provide high and open communication; to all Hach customers and distributors and Hach personnel in the region and in a timely manner.
Communicate regularly and effectively plans, initiatives and performance to own teams
Manage interdepartmental problems; be a link between your employees and other company personnel discussing problems with other management to get resolutions to problems in a timely manner.
Support and Assist; Management in identifying where change will be beneficial to the company/department, promote change; be supportive of change and help accomplish change.
Promote concept of serving internal and external customers with quality service in a timely manner.

QUALIFICATIONS:
An undergraduate degree is required with preference given to a major Business, Chemistry or Environmental Science. Master degree considered a plus
Minimum of 8 years of confirmed, progressive experience within an organization known for having a strong focus on lean and optimized processes
Minimum 2 years of direct line management experience in a customer support or IT/automation environment, feeling comfortable in a technical business environment
Experience in a customer facing role is a requirement, sales management experience a definite plus.
Process orientation with a proven track record of going the extra step and driving/supporting profitable growth
Excellent analytical skills and solid business acumen with ability to balance the needs of the market and customer place with sound business judgment
Strong interpersonal skills and excellent team building and motivational skills
An excellent command in German and English.
Strong ability to work cross-functionally and independently to improve results for the business.
Ability to work with individuals at all levels in the organization to empower for results.
Living close, or willing to relocate to Düsseldorf, Germany (preferred). Remote working models will be considered depending on the candidate.

BENEFITS (DEPENDING UPON REGION)
Professional Onboarding and training options
Extensive employer benefits, discounts via our employee portal
Competitive salary
Getting to know the Danaher Business System full of Lean Management tools
Working in a diverse and international environment
Successful team looking forward working with you
A versatile, creative task in the growing future market of water
When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.