(Senior) Expert (m/f/d) - Commercial Processes (Care Enablement) (m/w/d)

As Senior Expert Commercial Processes, you will harmonize global end-to-end QTC processes and propel digitization of sales and customer service. You’ll lead communities of practice, shape the future customer service landscape, and drive automation initiatives across countries. You’ll manage strategic, cross-functional projects while ensuring compliance and clear process governance. This role sits at the heart of Global Commercial Operations, enabling better customer experiences and efficiency.

• self-determined career planning
• professional development opportunities
• innovative corporate culture
• global corporation with a collegial, mid-sized company feel
• diversity and equal opportunities
• supportive work environment

• Harmonize and standardize end-to-end QTC processes on a global scale
• Support digitization and automation of sales and customer service processes to improve efficiency
• Establish and support global communities of practice to share best practices and align on processes and technology
• Develop and coordinate a vision for customer service processes and technology landscape; drive implementation
• Lead continuous improvement initiatives focused on automation and digitization of customer interfaces across countries
• Represent Global Commercial Operations in IT projects related to QTC
• Ensure compliance with internal policies and external regulatory requirements
• Manage strategic projects in the customer service domain from concept to implementation
• Document and monitor business processes
• Advise employees on process questions and on analysis, optimization, and redesign of processes
• Plan, organize, and conduct workshops and training sessions to optimize sales processes

• Degree in Business Economics, IT, Finance, or a related field
• 3–6 years of experience in customer service, sales, business (process) management, or IT project management
• Knowledge of pharmaceutical or medical technology industry is a plus
• Experience in IT project management and digital tool implementation
• SAP expertise in Sales & Distribution, Sales Master Data (Customer, Material, Pricing) and Logistics Execution
• Strong knowledge of pricing processes, customer service workflows, and process optimization; experience with process modeling tools (e.g., Visio, Signavio)
• Excellent moderation, presentation, and project management skills
• Tech-savvy: MS Office, CRM systems, SAP and modern communication tools
• Languages: Fluent English (spoken and written); additional languages are an advantage
• Willingness to travel internationally

• Excellent moderation and presentation skills
• Strong project management能力
• Cross-functional collaboration
• SAP (SD, Master Data, Pricing, Logistics Execution)
• Process modeling tools (Visio, Signavio)
• CRM systems