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Head of Customer Service (m/f/d)

Your opportunity:

  • Lead the global team of customer service managers for BU GS 
  • Be part of the extended management team in Marketing & Sales 
  • Ensure that customer-centricity is not a buzz word, but the driver of everything we do
  • Refine and monitor Key Performance Indicators, identify challenges, and develop countermeasures
  • Continuously improve all processes: from inquiry to order, cash collection and aftersales service
  • Shape the future by introducing new concepts and ideas, ranging from advanced analytics and digiti-zation to serving additional customer segments via internal sales 
  • Collaborate with Sales, Production Planning, Logistics, and all other relevant BU functions for the best possible customer experience in the industry  
  • Closely link with all Corporate Functions to ensure fast and efficient processes that adhere to internal policies, local laws and legal requirements (e.g. tax, export law, approvals)
  • Develop the skills and competencies of your team


Your profile:


  • University degree in business administration, engineering or similar 
  • At least 3 years of leadership experience in customer service in the B2B segment 
  • Strong leadership and communication skills in a global, team-oriented environment
  • Comprehensive knowledge of IT (ERP) systems such as SAP, BW and CRM 
  • Proven entrepreneurial pro-active behaviour and hands-on mentality
  • Excellent analytical and problem-solving skills 
  • Advanced process and project management skills as well as proven change management skills 
  • Excellent communication skills in German and English 

Our Promise:

Convince us with your skills and strengths – in an experienced team, working on challenging tasks. With our leading-edge technologies and materials, you will have freedom to act and a wide range of development opportunities. Attractive remuneration as well as smart fringe benefits are part of our offer.

SGL Carbon is a leader in the development and manufacture of products based on specialty graphite and compo­sites materials. Using our comprehensive technology know-how and in close partnership with our customers, we develop intelligent and leading-edge solutions for the big issues of mobility, energy and digitization.

SGL Carbon has more than 4,800 employees worldwide and 29 production sites in Europe, North America and Asia, and a ser­vice network in over 100 countries.

Date:  Jul 22, 2021

Bonn, NW, DE, 53170

Business Unit:  Graphite Solutions
Legal Unit:  SGL CARBON GmbH
Functional Area:  Marketing/Sales/Product Management
Employment Type:  Full time

Job Segment: Engineer, ERP, SAP, Product Manager, Customer Service, Engineering, Technology, Operations