Customer Service Manager DACH

We are recruiting for a Customer Service Manager for our team based in Berlin, Germany! The purpose of this role is to lead and optimise customer service, order fulfilment, and warehouse operations to ensure customers receive a high-quality, efficient service and orders are delivered accurately and on time.

The role is also responsible for managing and developing the local team, driving operational performance through SLAs and KPIs, and supporting wider business objectives through cross-functional collaboration and continuous improvement.

What You'll Be Doing:

• Lead and manage customer service operations, ensuring procedures, policies, and best practices align with global standards.
• Recruit, train, coach, and develop the local customer service team, including performance management and regular reviews.
• Establish and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to drive team performance and service quality.
• Oversee end-to-end order processing, prioritisation, dispatch, and fulfilment to ensure accuracy and timely delivery.
• Manage warehouse operations, including stock control, safety stock replenishment, annual stock checks, and maintaining a safe and organised facility.
• Coordinate logistics activities, including imports, customs clearance, courier service performance, and shipping SLAs.
• Act as the primary escalation point for customer service issues, complaints, and customer communications.
• Collaborate with Supply Chain, Sales, Finance, and other departments to support business objectives, reporting, and customer satisfaction.
• Drive continuous improvement initiatives, support project testing, and identify opportunities to enhance operational efficiency.
• Provide administrative and operational support, including purchase order management, customer updates, returns handling, and ensuring timely customer payments.

What Experience & Skills You Will Need:

Essential

• Strong Customer service experience required (3 years minimum in a senior profile position)
• Motivational skills and ability to supervise and lead a team
• Able to work well under pressure
• Able to work on own initiative, self-starter and as part of a team.
• Ability to work to tight deadlines with accuracy and detail.
• Strong Excel skills
• Able to communicate verbally and in writing in local language and English

Desirable

• Experience dealing with imported goods
• Proven track record in a customer service role in medical devices
• Graduate with an ambition to build a career in an innovative medical device company
• Knowledge of ERP systems
• Knowledge of Data protection, Cyber security, and anti-money laundering policies

What We Can Offer You:

• Comprehensive benefits package
• Global appreciation platform to recognise colleagues around the globe
• Fantastic opportunity to work with highly talented teams and individuals and grow with the business
• Being part of an organisation you can be proud to work for changing the lives of millions of people!