Customer Service Team Lead

Customer Service Team Lead Location: Munich, Bavaria, Germany (Hybrid – 1 Day home office per week) Join an innovative SME medical device manufacturer with an excellent reputation in the market and a highly collaborative culture. This role is critical to the smooth day-to-day operations of the business, and they are looking to welcome a Customer Service Team Lead who will work closely with both internal teams and external stakeholders. Your tasks: Manage and inspire a small customer service team, ensuring exceptional customer experiences, strong team morale, and consistent achievement of operational objectives. Quotation and Order Processing: Responsibility for the entire commercial order process - from inquiry through quotation preparation, approval, order entry, and delivery coordination to shipping and completion (including tenders, projects, standard orders, and OEM orders). Ensuring that quotes and orders comply with approved customer terms and sales guidelines. Obtaining binding delivery information from Purchasing, Production, and Logistics, as well as handling export/import and shipping matters. Open Item Processing (OPOS): Reviewing and preparing cases involving overdue distributor accounts in coordination with Finance and the responsible Sales Manager; clarifying points of contact, coordinating escalations, payment reminders, and order or delivery holds; documenting decisions. Organisation of Distributor Meetings: Central point of contact for organising in-house distributor meetings: coordinating dates, agendas, internal participants, and customer communication, as well as arranging catering, hotel accommodations, and travel through an external travel agency. Materials and Logistics Coordination for Trade Shows and Conferences: Coordination of product and equipment requirements with the sales and event teams; coordination of shipping, customs requirements, on-site delivery, and return transport for national and international events. Demo Pool Management: Central management of the demo pool in coordination with sales managers: ongoing tracking of inventory, location, users, shipping dates, and scheduled return dates, as well as follow-up on overdue returns. Coordination of Technical Service Communication: Ensuring consistent, transparent communication with customers and distributors regarding technical service inquiries, without making technical decisions yourself; early escalation in the event of delays or unclear responsibilities. Service Quality and Customer Experience: Active, solution-oriented customer support with a focus on speed, accountability, reliability, and professionalism until an issue is fully resolved. Additional Responsibilities: Assistance with the creation and maintenance of customer and distributor master data in accordance with the internal approval process (avoiding duplicates and bypassing existing locks). Preparation of weekly commercial reports (revenue, current invoicing, forecasts, distributor minimum targets, open quotes, target variances) as well as contributing to the forward-looking project and order pipeline for the current quarter and the following six months. Your profile: Commercial background with import/export experience. Prior team leadership experience is desirable, but not essential. Knowledge of inventory management systems. Strong negotiation, communication, and organizational skills. Professional, Customer-oriented, and solution-driven approach. Proficient in MS Office, Word, and Excel; ERP knowledge is a plus. Fluent in German, both written and spoken Flexibility, teamwork, and a strong sense of responsibility. What we offer you: A varied job in a dynamic and growing medical company 28 days vacation Home office: 1 day per week Flexible working time model Parking available and charging station for electric vehicles A strong and extremely cooperative team that works together to achieve the goals For more information or to apply. Please contact Luke Fines at BioTalent with a copy of your CV: luke.fines@biotalent.com