Customer Service Manager DACH

The client I'm representing is looking for a Customer Service Manager DACH to lead and develop the Customer Service and Warehouse function in Berlin, reporting directly into the Global Customer Service Director.

This is a key leadership appointment, taking over a well-established team and playing an important role in strengthening the function, developing the team and supporting the companies continued growth across the DACH region.

The role will lead an 11-person team comprising:

• 2x Team Leaders/Coordinators across Customer Service and Warehouse
• 1x Senior Customer Service Advisor
• 5x Customer Service Advisors
• 3x Warehouse Operatives

The position is 100% office-based in Berlin , with the team operating from the companies Berlin office.

Key Priorities

The successful candidate will have three main areas of focus:

• Improve Customer Service performance – drive adoption and effective use of new systems and technology, including the recently implemented Esker platform, while improving processes, efficiency and overall service levels.
• Develop and engage the team – provide visible leadership, coaching and professional development, creating a more structured and engaged team environment.
• Support DACH growth – build out the team where required, improve warehouse efficiency and establish strong relationships across the wider business, particularly with the fast-paced commercial team and General Manager DACH.

This is a hands-on leadership position where the ability to build trust, bring people with you through change and create a positive team culture will be particularly important.

The ideal candidate will have:

• Strong Customer Service leadership experience, ideally managing a sizeable operational team.
• Experience across both Customer Service and logistics/warehouse operations , or previous experience leading a team with warehouse responsibilities.
• A track record of improving processes, efficiency and team performance.
• Strong people-management and coaching skills, with the ability to develop and motivate an established team.
• Experience implementing or driving adoption of new systems/processes.
• Strong stakeholder management skills and the confidence to work closely with Sales, Commercial, Operations and senior leadership.
• Fluent German (C1+) and business-level English (B2+) .
• A willingness to work 100% on-site in Berlin .

Medical device experience is beneficial but not essential . The key requirement is strong Customer Service leadership combined with genuine operational/logistics exposure.

The DACH Customer Service Manager will be joining at an important point in the companies growth journey, with the opportunity to make a visible impact on the team, operational performance and wider regional business.