Head of Customer Service

#BEcomeMAXXYou are a strong leader, digitally savvy, and you know: service means sales. Then take responsibility for elevating the next level of customer experience in B2B and B2C commerce In this role, you will shape an outstanding after-sales experience, strengthen customer satisfaction, retention, and reputation, and strategically leverage upselling potential. As the link between Sales, Logistics, and Outbound, you\’ll develop customer-centric processes that combine efficiency and enthusiasm.Your skillset – as strong as our protein Completed commercial training (e.g., wholesale & foreign trade, industry, e-commerce)At least 5 years of professional experience in customer service, sales, and/or order managementInitial leadership experienceTechnical and digital understanding (ERP, CRM, ticketing, MS Office)Experience with SAP or similar ERP systemsExcellent German and English skillsAnalytical thinking and strong process competenceExcellent communication and conflict resolution skillsHands-on mentality and passion for growthReady to perform? Your tasks with MAXXimum focusOperationalResponsible for customer-oriented, prompt, and on-time order processing in the B2B/B2C environmentEnsure an inspiring customer service experience across all channels (phone, email, online shops, Amazon, retail, resellers)Close coordination with Logistics & Purchasing to ensure optimal product availabilityAct as an interface between Sales, Marketing, Logistics, and AccountingCoordinate complaint and export handling, including customs documentationStrategicDevelop digital and automated service processes to increase efficiencyBuild a measurable Service Excellence strategy – from retention to reputationAnalyze and optimize process chains (B2B/B2C interfaces)Initiate improvements in collaboration between Customer Service, Sales, and OutboundLeadership & DevelopmentLead and develop the Customer Service team, including traineesCoach and motivate the team according to the motto \“Service is Sales\“Conduct feedback sessions and promote individual skill developmentWork closely with the Head of Sales