Head of Customer Service (m/w/d)

We're looking for a proactive and results-driven leader to take the reins of our Customer Service department. In this role, you'll lead a dedicated team, drive process improvements, and collaborate closely with internal teams to enhance customer satisfaction. If you're passionate about leadership, operational efficiency, and creating a positive impact, we'd love to connect with you.

Head of Customer Service (m/f/d)

Key Responsibilities:

• Spearhead the Customer Service department by providing leadership and support to a dedicated team, ensuring high performance and motivation.

• Take ownership of the entire customer service lifecycle, managing order entries, modifications, cancellations, and export documentation, while maintaining hands-on involvement in these tasks.

• Champion process improvements to boost order accuracy, reduce delays, and enhance the overall customer experience.

• Foster close collaboration with cross-functional teams, including production planning, logistics, sales, and product management, ensuring smooth communication and optimized workflows.

• Continuously assess existing processes, identifying areas for improvement, and lead initiatives that result in faster, more accurate customer feedback.

• Monitor key performance metrics for the team, develop targeted strategies to improve efficiency, and ensure the consistent attainment of department goals.

• Implement innovative tools and approaches to increase team productivity, minimize manual tasks, and enhance operational performance.

Your Profile:

• Proven leadership experience, ideally within customer service in a manufacturing environment.

• Strong proficiency in MS Office, with practical experience in ERP and BDE systems.

• Exceptional communication skills, able to engage confidently and effectively with internal and external stakeholders.

• A solution-oriented mindset with the ability to independently identify areas for improvement and implement impactful changes.

• A demonstrated track record of successfully leading teams through process optimization, capability building, and driving efficiency gains.

• Excellent written and spoken German and English skills are required.

If you're an organized and proactive leader who excels at driving continuous improvement and empowering teams, we would love to hear from you!