Head of Customer Service

**Head of Customer Service & Operations (M/F/x)**:
(Fulltime / permanent / Location: Hattersheim)

**Internal Title**: Senior Manager

**The Opportunity**

We are looking for a Head of Customer Service and Operations to join our Commercial Affiliate in Hattersheim (Greater Frankfurt Area). This role involves leading a diverse team of customer service managers and an operational specialist.

You will oversee the seamless execution of customer service, order processing, and sales logistics. Additionally, you will manage operational topics, such as acting as the affiliate contact for EHS topics and coordinating facility and fleet services. Your primary focus will be on delivering exceptional customer service, resolving operational challenges, and ensuring efficient processes to meet customer needs. You will collaborate with team members to achieve short-term operational results and communicate procedures and guidelines to gain cooperation and justify decisions.

**The Role**
- Lead and manage a diverse team of customer service and operational specialists.
- Define goals and objectives with team members to achieve short-term operational results.
- Provide guidance and support to team members to ensure their success.
- Foster collaboration and cooperation within the team and across departments.
- Ensure accurate and timely processing of customer orders, verifying compliance and plausibility.
- Coordinate sales logistics activities, including timely delivery, warehousing, and distribution services.
- Manage replenishments, returns, and stock transfers efficiently.
- Minimize inventory write-off risks through effective management.
- Collaborate with customers and relevant stakeholders to address supply shortages.
- Handle escalated customer inquiries and complaints, ensuring prompt resolution and satisfaction.
- Maintain accuracy of customer records, material master, prices, conditions, and payment terms.
- Support quality management and sales compliance activities.
- Oversee external partners managing facility management, including maintenance, repairs, security, and EHS compliance.
- Collaborate with the company EHS function to ensure a safe and functional work environment (including responsibility for local EHS topics).
- Ensure site security, owning respective SOPs and running required audits.
- Collaborate with the operational specialist responsible for fleet management and the external fleet logistics provider.
- Oversee the management of the company's fleet, including maintenance, insurance, and compliance.

**Your Skills and Experience**:

- Bachelor's degree in business, communications, or a related discipline.
- 7+ years of experience in sales, marketing, medical, or related business operations.
- Demonstrated leadership and team-building skills.
- Knowledge of relevant legal, compliance, and regulatory requirements.
- Strong leadership capabilities, managing a complex team with a variety of topics.
- Hands-on mentality and acts quickly to deliver solutions.
- Operational focus - ensuring high customer satisfaction and business continuity at all times.
- Proficiency in English.

**Reporting Relationship**:
Role that this position reports to: Head of Affiliate Operations DACH

Roles that report to this position: 10 Customer Service Specialists and 1 Operational Specialist

**What we offer**
- A comprehensive and inclusive benefits package, including options for life insurance and retirement plans.
- Hybrid work models
- Two additional leave days for your personal wellbeing.
- Learning opportunities with our CSL Academy.
- Find Diversity, Equality, and Inclusion at all sites and with every colleague. Come as you are.

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**Our Benefits**:
We encourage you to make your well-being a priority. It’s important and so are you. Learn more about how we care at CSL.

**About CSL Behring**:
CSL Behring is a global leader in developing and delivering high-quality medicines that treat people with rare and serious diseases. Our treatments offer promise for people in more than 100 countries living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. Learn more about CSL Behring.

**We want CSL to reflect the world around us**:
As a global organisation with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL.

**Do work that matters at CSL Behring**: