Product Manager (m/f/d) – Customer Service Ticketing System
Product Manager (m/f/d) – Customer Service Ticketing System
Permanent
Road Freight
+33 (6) 70663647
Your Benefits
Road Freight
+33 (6) 70663647
Job Description
What you can expect
About the Position
To strengthen our international customer service team, we are looking for an experienced Product Manager (m/f/d) with a holistic approach to implementing and optimizing our Microsoft Dynamics ticketing system across Europe.
In this key role, you will be responsible for the strategic development, operational management, and continuous optimization of the system. You will ensure that system configuration, processes, integrations, and vendor performance are aligned with business requirements. In close collaboration with internal stakeholders and external partners, you will drive process harmonization across countries, actively manage and optimize supplier relationships, and create measurable value for both customers and the organization.
Your Main Responsibilities in Strategic Product Management:
- Define roadmap and priorities for the ticketing system
- Gather and analyze stakeholder and customer requirements to enhance system capabilities
- Monitor KPIs and metrics to measure system performance and user satisfaction
- Act as the central interface between business units, customer service, IT, and external partners to ensure alignment of system improvements with organizational goals
Your Main Responsibilities in Operational System Management:
- Manage the configuration, maintenance, and continuous optimization of the Microsoft Dynamics ticketing system
- Oversee process analysis, design, and optimization for customer service workflows
- Manage releases, updates and change requests
- Coordinate interfaces and integrations with other IT systems
What you bring
- Completed degree in IT, Business Informatics, Business Administration, or equivalent qualification
- At least 3 years of experience as a Product Manager, preferably in customer service or service management environments
- Experience in application support and development as well as in interface management
- Hands-on mentality with the ability to manage complex requirements and coordinate teams
- Confident appearance with strong communication and problem-solving skills
- Fluent in English, both written and spoken
- At least one additional European language is desirable
Top Employer Germany
The Top Employer certification is granted by the Top Employers Institute to organizations that demonstrate excellence across a comprehensive range of people practices. The certification process evaluates several key areas, such as business and people strategy, talent strategy, work environment, learning & development, well-being, total rewards, diversity & inclusion, employer branding, and more.
It recognizes employers who are committed to creating a better world of work. Achieving this certification confirms an organization’s dedication to continuously building a progressive, people-centric workplace and enhancing the overall employee experience. It is regarded as a mark of high standards in HR practices at both local and global levels.
Business Unit
Road Freight
Logistics needs intelligent management so that goods are in the right place at the right time -our transport solutions guarantee exactly that. Rhenus Road Freight's product portfolio ranges from groupage freight, partial and full loads to hazardous goods, and special transports. Together with accompanying services such as insurance or customs, this results in individual and industry-specific full-service packages. We are pragmatic and uncomplicated. At the same time, our permanent course for growth opens up long-term perspectives for all our employees, whether they are specialists or career changers.
Welcome to Rhenus
Where our journey of growth connects with yours.
We are a global powerhouse on a mission to be pioneers in everything we do. United, we make an impact and dare to redefine what's possible. Ready to unlock untapped potential. We are on the fast track. At Rhenus, we thrive on collaboration. Every voice is heard, and every idea is valued. We stand as one global team. Where everyone contributes to our success. Together, we shape the future of logistics and beyond. Empowered by you.