Customer Service Manager

Job not on LinkedIn

🔥 9 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AZTEKA Consulting GmbH

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2000

💼 Consulting

🤝 B2B

🏢 Enterprise

Consulting • B2B • Enterprise

AZTEKA Consulting GmbH is an IT consulting and implementation firm that helps companies with digital transformation through enterprise ERP solutions. As a long-standing Gold Channel Partner of Infor (specializing in Infor LN/CloudSuite), AZTEKA advises, implements and supports ERP projects—particularly for manufacturing and logistics—offering services such as implementation, value engineering, enterprise integration and development, Application Management Services (AMS), cloud and mobile solutions, and project management. The company is headquartered in Mannheim, Germany and positions itself as a B2B partner for standardized but customized enterprise solution architectures.

📋 Description

• Responsible for service governance for assigned customers • Ensure contract-compliant service delivery • Manage and coordinate operational customer communications • Monitor agreed service levels (SLAs) and relevant metrics and KPIs • Work closely with internal departments to ensure successful service delivery • Moderate and manage service-related escalations • Initiate, support, and track continuous improvement measures • Identify risks and communicate recommendations for action transparently • Build, maintain, and further develop long-term, trusting customer relationships • Prepare and conduct service reviews and present relevant service metrics • Support customers throughout the entire managed services and maintenance lifecycle

🎯 Requirements

• Several years of experience in Service Management, Service Delivery Management, or Customer Service Management, ideally in an ERP, cloud, or managed services environment • Experience supporting enterprise customers and managing service levels, KPIs, and service processes • ITIL Foundation certification, ideally ITIL 4 • Basic understanding of modern ERP systems and business administration principles • Proficiency with service management tools, such as Jira Service Management • Strong customer and service orientation, with a genuine interest in building long-term customer relationships • Excellent communication, facilitation, and presentation skills, including at management level • Analytical, structured, and self-directed approach to work • Confident and diplomatic manner, strong decision-making skills, and excellent conflict-resolution abilities • High resilience, strong organizational skills, and a high degree of empathy

🏖️ Benefits

• Long-term career prospects with a globally operating consulting firm • Flat organizational structures with short decision-making processes • Practical, hands-on onboarding • A dynamic environment with structured processes • Ongoing training and individual development opportunities • Flexible working models—we work on a mobile basis, either from the office or from home • Regular team events and company celebrations • Access to JobRad, Hansefit, and Corporate Benefits • Additional social benefits, such as an occupational pension scheme