Head of Customer Service Excellence
Etac GmbH (Job via XING.com)
📍 Arnoldstein
📑 Unbefristeter Vertrag
⏱️ Vollzeit
📣 Vertrieb & Kundenservice
💼 Professional
💼 Lead
Branche
Medizintechnik
Aufgaben
- Lead and develop the Customer Service department with responsibility for performance, people, and budget.
- Drive continuous improvement and scaling of customer service processes to ensure customer satisfaction in an international B2B environment.
- Oversee the complete order-to-delivery process, including order management, logistics coordination, claims handling, and technical customer support.
- Develop and implement strategies to enhance customer excellence, operational efficiency, and commercial effectiveness.
- Identify and drive growth opportunities within after-sales activities.
- Establish annual business plans, define KPIs, and monitor performance to ensure delivery against business objectives.
- Collaborate closely with Sales, Supply Chain, R&D, Quality, and other key stakeholders to create a seamless customer journey.
- Report to the Managing Director and act as a key member of the local leadership team; work closely with colleagues across Europe and North America and with global customers and partners.
Hard skills
- Bachelor's degree in Business Administration, International Business, Supply Chain Management, Customer Service or related field.
- Several years of leadership experience in Customer Excellence, Customer Service, Commercial Operations or similar management role.
- Proven experience driving business performance, process improvements and organizational development.
- Experience from a technical manufacturing environment, preferably within medical devices, electronics, mechatronics or another highly regulated industry.
- Strong digital capabilities, including experience with ERP/CRM systems and Microsoft Office applications.
- Fluent English (written and spoken); German and Italian considered a strong advantage.
- Hands-on and inspirational leader combining strategic thinking with a pragmatic approach; highly customer-focused, commercially minded, comfortable in fast-paced and changing environments.
- Strong communication skills and collaborative mindset to build trust and engagement across teams, functions and cultures.
Benefits
- Key leadership role with significant influence on business performance and customer experience.
- Opportunity to shape strategy, drive change and implement ideas.
- Purpose-driven organization improving independence and quality of life for people worldwide.
- Healthy work-life balance and flexible ways of working.