Customer Service Manager

embecta is a global diabetes care company that is leveraging its 100-year legacy in insulin delivery to empower people with diabetes to live their best life through innovative solutions, partnerships and the passion of more than 2,000 employees around the globe. For more information, visit embecta.com or follow our social channels on LinkedIn, Facebook, Instagram and X. Why join us?

A career at embecta means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our employees can fulfill their life’s purpose through the work that they do every day.You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program – which includes competitive pay, benefits, continuous learning, recognition, career growth and life balance components – is designed to support the varying needs of our diverse and global employees.The Customer Service Manager, EMEA is a strategic leader responsible for driving embecta’ s customer service excellence across the region.

This role serves as the critical link between the customer service team, commercial organization, and clients, ensuring a seamless Order-to-Cash (O2C) process that supports business priorities and delivers exceptional customer experiences. The position requires strong expertise in order management workflows, compliance, and continuous improvement within a regulated medical device environment.Key ResponsibilitiesRegional Ownership of Customer Service OperationsLead and optimize customer service activities across EMEA, ensuring alignment with global standards and local market needs.Design and implement scalable solutions and process improvements in collaboration with embecta IT and Customer Service teams.Oversee the end-to-end order management process, including order entry, validation, fulfillment, and invoicing, ensuring accuracy and compliance with regulatory requirements.Act as the primary point of contact for approvals on changes or exceptions within the established Order-to-Cash process.Drive continuous improvement initiatives to enhance efficiency, reduce errors, and improve customer satisfaction.Ensure accurate configuration and maintenance of customer master data across SAP and Salesforce platforms.Govern EDI and DRC processes to maintain data integrity and operational consistency.Conduct SOX controls and compliance audits in partnership with embecta’s shared service teams.Validate and maintain Standard Operating Procedures (SOPs) for customer service and order management.Monitor KPIs and service metrics to ensure operational excellence and adherence to service-level agreements.Represent the voice of the customer and country-specific requirements in system enhancements and process design.Experience & EducationBachelor’s degree in Business or related discipline; Master’s preferred.Proven experience in customer service leadership within a medical device or healthcare industry, with strong knowledge of order management and O2C processes.Demonstrated success in SAP order management, EDI governance, and cross-functional collaboration.Experienced project and people manager with international exposure.Knowledge, Skills & AbilitiesStrong understanding of regulated environments and compliance requirements.Resilient, hands-on, and solution-oriented with excellent problem-solving skills.Exceptional communication and stakeholder management abilities.Fluent in English; additional EU languages are an advantage.embecta is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.