Head of Customer Service & Order Management (m/w/d) – Service is Sales | Retention & Reputation[...]

#BEcomeMAXX

You are a strong leader, digitally savvy, and you know: service means sales. Then take responsibility for elevating the next level of customer experience in B2B and B2C commerce! In this role, you will shape an outstanding after-sales experience, strengthen customer satisfaction, retention, and reputation, and strategically leverage upselling potential. As the link between Sales, Logistics, and Outbound, you’ll develop customer-centric processes that combine efficiency and enthusiasm.

Your skillset - as strong as our protein

• Completed commercial training (e.g., wholesale & foreign trade, industry, e-commerce)
• At least 5 years of professional experience in customer service, sales, and/or order management
• Initial leadership experience
• Technical and digital understanding (ERP, CRM, ticketing, MS Office)
• Experience with SAP or similar ERP systems
• Excellent German and English skills
• Analytical thinking and strong process competence
• Excellent communication and conflict resolution skills
• Hands-on mentality and passion for growth

Ready to perform? Your tasks with MAXXimum focus

Operational

• Responsible for customer-oriented, prompt, and on-time order processing in the B2B/B2C environment
• Ensure an inspiring customer service experience across all channels (phone, email, online shops, Amazon, retail, resellers)
• Close coordination with Logistics & Purchasing to ensure optimal product availability
• Act as an interface between Sales, Marketing, Logistics, and Accounting
• Coordinate complaint and export handling, including customs documentation

Strategic

• Develop digital and automated service processes to increase efficiency
• Build a measurable Service Excellence strategy – from retention to reputation
• Analyze and optimize process chains (B2B/B2C interfaces)
• Initiate improvements in collaboration between Customer Service, Sales, and Outbound

Leadership & Development

• Lead and develop the Customer Service team, including trainees
• Coach and motivate the team according to the motto “Service is Sales”
• Conduct feedback sessions and promote individual skill development
• Work closely with the Head of Sales