Senior Customer Excellence Specialist (m/f/d)

Senior Customer Excellence Specialist (m/f/d)

CONMED is a global leader in medical technology, dedicated to developing and delivering surgical and patient monitoring products that empower physicians to provide superior care, achieving better clinical outcomes for their patients.

Our products, recognized as technological frontrunners in their respective fields, are trusted by healthcare professionals worldwide. We serve key specialties including Orthopaedics, Laparoscopic, Robotic & Open Surgery, Gastroenterology & Pulmonology, and Cardiology & Critical Care, where the CONMED name is synonymous with quality and innovation.

With a diverse portfolio designed to meet the specific needs of each specialty, we offer our customers both choice and convenience, enhancing care at every touchpoint.

Job Summary

As a Senior Customer Excellence Specialist , you bring your expertise in customer service and support to help shape and drive the operational and strategic development of our B2B customer service team. You act as a driving force with a clear vision, strong execution skills, and a customer‑centric mindset.

For you, Service Excellence is not a side issue but a key lever for sustainable business success. You actively shape customer experiences and foster a culture where quality, efficiency, and customer focus set the pace.

You see complaints as strategic opportunities—valuable feedback that leads to measurable improvements and continuous optimization of service processes.

Your Responsibilities

Operational Excellence

• Ensure SLAs and KPIs are met—and regularly exceeded. Even during peak times, you guarantee consistently high performance.
• Combine operational strength with strategic foresight, a pragmatic hands‑on mentality, strong problem‑solving skills, decisiveness, and a results‑driven approach.
• Bring a data‑driven mindset and confidently use CRM/ERP systems to efficiently manage and optimize service processes, support data‑based decisions, and ensure transparent reporting.

Strategic Implementation

• Translate service goals and the Customer Excellence roadmap into action, aligned with the company strategy—and actively contribute to shaping them.

Process & Quality Management

• Apply standardized end‑to‑end service processes daily, considering Medical Device Regulation (MDR) and ISO 13485, always keeping an eye on improvement opportunities.
• Ensure compliance, data protection, and quality standards while promoting digitalization and automation to increase efficiency and minimize risks.
• Actively coordinate and support cross‑functional topics with Sales, Product Management, Logistics, and IT to ensure business success and seamless processes.
• Your escalation management is solution‑oriented, fast, and contributes to maximum customer satisfaction.
• You build trusted customer relationships as a strategic foundation for excellent service quality.

Your Profile

• Several years of experience in SLA‑driven customer service or operational B2B environments. We also welcome highly motivated individuals ready to take the next step toward a team lead role.
• Deep understanding of Service Excellence as a key to sustainable business success and strategic competitive advantage—with a focus on customer centricity, process quality, and continuous improvement.
• Strong communication skills, empathetic conversation style, confident demeanor, and skilled in conflict and escalation management with a solution‑oriented, cross‑functional communication approach.
• Proficient in ERP systems (preferably Oracle) and CRM tools like Salesforce.com; affinity for technical applications and analytics tools.
• Very good skills in Excel and PowerPoint.
• Fluent in German and English; additional languages are a plus.

Ready to Make a Difference?

– Customer Service is not a Department, it’s an Attitude –

Do you want to not just manage service, but establish it as a strategic competitive advantage and ensure sustainable growth?

Are you ready to lead your team to peak performance with a clear vision, data‑driven precision, and genuine passion?

Do you want to shape customer service—not just administer it—and turn every customer interaction into a memorable experience?

Do you want to make a real impact and actively shape the service strategy of a future‑oriented company?

Are you passionate about coaching, motivating, and living service excellence with your team?

Do you want to work in an environment that consistently drives innovation, quality, and customer focus?

If you answered “yes” to these questions, then you’re exactly who we’re looking for.

Impress us with your profile, your mindset, and your commitment to service excellence.

Seniority level

Not Applicable

Employment type

Full‑time

Job function

Customer Service

Industries

Medical Equipment Manufacturing

Location: Groß‑Gerau, Hesse, Germany