Senior Customer Service Coordinator, DACH & RoW

Overview

Senior Customer Service Coordinator (m/f/d) | Location: Bern, Switzerland, or Martinsried, Germany | Employment Type: Full-time

We are looking for an experienced and highly driven Senior Customer Service Coordinator to join our team. In this role, you will play a critical part in ensuring operational excellence across our Order-to-Cash (O2C) processes while delivering a best-in-class customer experience in a highly regulated environment. You will act as a key escalation point for complex service issues, while also contributing hands-on operational support and driving continuous improvement initiatives across functions.

Responsibilities

• Champion a customer-centric mindset, shaping future ways of working and elevating service quality across markets
• Ensure high-quality execution of Order-to-Cash processes, including order validation, shipment follow-up, and issue resolution
• Act as a second-level escalation point, managing customer complaints, delivery challenges, and service deviations
• Drive continuous improvement initiatives to enhance service transparency and strengthen end-to-end O2C performance
• Collaborate cross-functionally with Commercial, Finance, Supply Chain, Quality, IT, and external partners

In this role, you will also provide hands-on operational support for selected markets, ensuring continuity and compliant execution where deeper involvement is required. You will monitor service performance, analyse trends, and lead structured root-cause analysis to resolve issues and prevent recurrence. You will contribute to the development and refinement of SOPs, work instructions, and communication standards, while strengthening governance of customer communication to ensure accuracy and consistency across all touchpoints. Furthermore, you will maintain audit readiness and ensure compliance with GDP/GMP/WDA requirements, while identifying opportunities to improve systems and tools such as CRM/ERP platforms, dashboards, and automation capabilities.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain, Customer Service, or a related field
• Fluent in English and German, with business proficiency in French
• 5+ years of experience in customer service or operations within regulated industries such as pharma, healthcare, or life sciences
• Strong experience with Order-to-Cash processes, cross-functional collaboration, and continuous improvement
• Familiarity with GDP/GMP/WDA compliance frameworks

You bring a solid understanding of working in regulated environments and are comfortable navigating complex operational processes. Your experience enables you to collaborate effectively across functions while maintaining a strong focus on quality, compliance, and customer experience.

Your key competencies

• Strong customer-first mindset with the ability to translate insights into meaningful improvements
• Analytical and structured problem-solving skills, including root-cause analysis
• Proven ability to manage operational complexity while maintaining high quality and compliance
• Confident stakeholder management across functions and geographies
• Systems-savvy, ideally with experience in CRM/ERP platforms (e.g., Microsoft Dynamics)

You are a resilient and solution-oriented professional who handles escalations with sound judgement and a proactive approach. With a continuous improvement mindset, you actively contribute to enhancing processes, service reliability, and customer experience.

You are highly organized, with strong attention to documentation integrity and regulatory compliance, and you thrive in a dynamic, evolving environment where adaptability and initiative are key.

Application

If you are ready to take on a pivotal role in a growing organization and drive meaningful change in healthcare, apply now and join Bavarian Nordic in our mission to improve health outcomes and foster sustainable growth.

We kindly request that headhunters or recruitment agencies refrain from contacting us regarding this position.