Regional Customer Service Specialist

Sinclair isHiring! Join Our Team as a Regional Customer Service Specialist

We are currently recruiting for Regional Customer Service Specialist at our Frankfurt office. The Regional Customer Service Specialist will be responsible for managing the complete Order-to-Cash (O2C) process for the assigned region and delivering an exceptional customer experience.

Acting as the primary operational contact for customers, distributors and internal stakeholders, the role ensures customer orders are processed accurately, fulfilled on time, invoiced correctly and resolved efficiently.
The role works closely with Commercial, Supply Chain, Planning, Manufacturing, Logistics, Finance, Regulatory Affairs and Quality to ensure operational excellence, regulatory compliance and continuous improvement across the customer journey.

The ideal candidate must be a German Speaker.

What You Will Be Doing:

• Own the end-to-end Order-to-Cash process from order receipt through delivery, invoicing and issue resolution.
• Process customer orders accurately and within agreed service levels.
• Monitor order fulfilment, proactively managing backorders, shortages, delivery changes and customer communications.
• Coordinate with Planning, Manufacturing and Logistics to optimise product availability and on-time delivery.
• Partner with Finance to resolve invoicing, credit hold, payment and pricing issues.
• Maintain customer master data and ensure ERP accuracy.
• Serve as the primary Customer Service contact for assigned countries, customers and distributors.
• Manage customer enquiries, complaints, returns, credits and escalations professionally.
• Identify operational risks and recommend corrective and preventive actions.
• Support process harmonisation, ERP improvements and continuous improvement initiatives.
• Prepare customer service reports and KPI dashboards.
• Support business continuity and provide regional backup where required.

Your skills and experience

• Degree in Business, Supply Chain, Logistics or related discipline (or equivalent experience).
• 3–5+ years' experience in customer service, order management or supply chain within pharmaceuticals, medical devices or medical aesthetics.
• Strong understanding of Order-to-Cash processes.
• Experience with ERP systems (SAP preferred) and Microsoft Office.
• Excellent communication and stakeholder management skills.
• Strong analytical, organisational and problem-solving capability.
• Ability to work across multiple countries and functions in a fast-paced environment.

Career Path

Regional Customer Service Specialist → Regional Customer Service Lead → Global Customer Service Manager.

About Sinclair

Sinclair is a global medical aesthetics company, manufacturing and commercializing a wide portfolio of injectable and EBD treatments to support a consumer’s full aesthetic journey.

Founded in 1971, Our products are available in more than 55 countries through our direct presence in key global markets complemented by a network of trusted distributors. Sinclair is a wholly owned subsidiary of Huadong Medicine Company Limited (Hangzhou, China), also known as East China Pharmaceuticals or HMC.

This is a great time to join Sinclair as we continue to increase our product range and expand into new markets and territories.

Sinclair Values:

• Act with Integrity Consistently doing the right thing even when it’s the hard choice; 100% Compliance with all rules, standard operating procedures and guidelines
• Results-Driven Make a business impact in all you do, whether sales, efficiency, operational excellence; it should make a meaningful impact
• Innovation-Centered Redefining Aesthetics, we must be pioneering in how we do business; this can be in products, in service models, or strategy
• Own It! Be Accountable for your decisions, actions and consequences; Be Reliable to your customers and colleagues

We have a real focus on developing our people, and by fostering an entrepreneurial culture, we encourage flexibility, accountability and autonomy. The company is full of opportunity for those who wish to grasp it. Our people thrive on engagement, development and a varied workload. You will often be included in projects that require you to collaborate cross-functionally.

This is an exciting opportunity to join a successful company, with big ambitions for the future.

Please note if we receive a high volume of applications, we may close the role before the closing date noted.

By making this application you give consent for personal information to be used in automated decision-making processes relating to key job requirements which are stated in this post.

Sinclair does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as property of Sinclair and Terms & Conditions associated with the use of such CVs will be considered null and void