Process Owner Customer Service Ticket-System & CRM

Role Overview

This pivotal position is based at either Rostock, Germany or Nenzing, Austria, and plays a vital role in shaping the future of Customer Service at Liebherr. The incumbent will be responsible for the advancement, harmonization, and integration of core systems and workflows, focusing notably on implementing a global CRM platform (Microsoft Dynamics). This involves driving the transition from disparate legacy systems to a unified, data-centric, customer-oriented approach.

Key Responsibilities

• Strategically lead the implementation and ongoing development of the CRM system tailored to Customer Service requirements.
• Design and standardize end-to-end global processes involving customers, sales subsidiaries, and OEM partners across Ireland, Germany, and Austria.
• Develop and implement standardized procedures for managing cases and customer interactions.
• Enhance the existing BSM ticketing system and integrate it within the future CRM ecosystem.
• Establish and manage an international network of key users to support system adoption.
• Define KPIs and develop data-driven frameworks to support decision-making.
• Collaborate closely with IT departments, business units, and international affiliates.
• Lead change management and communication efforts linked to ticketing and CRM system deployments.

Candidate Profile

• Completed degree in Business, Business Informatics, or a related field.
• Several years of professional experience in Customer Service or After Sales, preferably within an international setting.
• Strong expertise in end-to-end process management.
• Hands-on experience with CRM platforms (preferably Microsoft Dynamics) and ticketing tools like Jira.
• Background in transformation and rollout initiatives.
• Excellent communication and moderation skills in both German and English.
• Willingness to travel as required.
• Strategic mindset paired with a high degree of personal accountability.

Benefits

• Flexible and hybrid working conditions.
• Collective agreement-based salary including additional payments and social benefits.
• Opportunities for personal development and growth.
• A range of health promotion activities.
• Job security within a successful international corporate group.
• Employee discounts with selected partners.

Additional Information

This job post uses male grammatical forms solely for readability and without intent of discrimination. All genders are equally welcomed to apply. Interested candidates are encouraged to submit an online application. For inquiries, contact Lars Schneider-Dreller at the provided phone number.

About the Company

Liebherr-Rostock GmbH is a leading European manufacturer specializing in maritime handling equipment, including ship, harbor mobile, and offshore cranes. Their product range also includes components for container cranes.

Location

Liebherr-Rostock GmbH
Liebherrstraße 1
18147 Rostock, Germany

Contact Details

Lars Schneider-Dreller
Phone: 0381-60063702