Director Customer Service (m/f/d)

General responsibility for the organisation, leadership and strategic development of the Customer Service department Ensuring smooth, efficient and customer-oriented order processing and proactive and timely customer communication Building and maintaining long-term relationships with key customers, partners and purchasing groups Promoting positive, motivating and performance-oriented team culture through coaching, regular feedback talks and targeted training Development and implementation of customer-oriented strategies and processes in line with corporate objectives Analysis of market and service trends and derivation and implementation of innovation and optimization potentials Introduction of modern technologies and automation solutions to increase efficiency and service quality Definition, implementation and monitoring of quality standards, KPIs and service-level agreements (SLAs) Implementation of best practices to increase customer satisfaction, customer loyalty and process efficiency Continuous optimization of service processes to ensure fast and high-quality processing of all customer requests

Successfully completed studies in the field of business management, communication, customer management or a comparable degree programme Experience in managing a customer service team in the B2B environment High leadership skills with the ability to inspire teams, promote potential and create a positive, performance-oriented work environment Extensive technical understanding of order-to-cash processes in SAP (SD), communication with Microsoft applications such as Outlook, teams, CRM systems Embossed communication and network skills at all levels High level of operational commitment and hands-on mentality Safe, representative appearance at events and direct customer contact Very good knowledge of German and English in word and writing readiness to travel (20 %)