Head of Customer Excellence & Commercial Operations (m/w/d)
About the Company
Our client is an internationally renowned, innovation-driven pioneer in the field of medical technology. At its modern production and development site in the Arnoldstein (Carinthia) area, highly specialized technological devices are manufactured to set global standards and sustainably improve people's quality of life worldwide.
Main Areas of Responsibility - Strategy, Leadership & Customer Excellence
Leadership & Executive Responsibility: As an active member of the local leadership team, you report directly to the Managing Director and the Site Manager. You take over the operational and strategic management of the entire Customer Care department, including full budget responsibility.
Process Optimization & Scaling: Continuously develop and increase the efficiency of Customer Service to ensure first-class customer satisfaction in an international B2B environment (export customers worldwide as well as group companies in Europe and the USA).
End-to-End Order Management: Overseeing the entire order handling process - from order entry and shipment logistics to claims handling (complaint management) and technical support.
Future Orientation & Innovation: Proactively driving development and strategic expansion in the fields of telemarketing and e-commerce, as well as identifying potential for after-sales upscaling.
KPI Management & Business Planning: Proposing measurable goals, establishing an annual business plan for Customer Service, and continuously monitoring delivery performance vs. targets to identify optimization opportunities.
Cross-functional Collaboration: Close, interdisciplinary cooperation with Sales Representatives, the Supply Chain Manager, the R&D Manager, and the Quality Manager at the site.
Your Profile - Knowledge and Skillset
Education & Experience
Education: Ideally a successfully completed Bachelor's degree within customer care, business administration, international business, supply chain, or a related field.
Experience: Proven professional and leadership experience in a similar, dynamic management role (e.g., Head of Customer Service, international order processing in an industrial environment).
Industry Know-how: Experience working with complex products (ideally electronics/mechatronics) or within a highly regulated environment (such as medical devices) is a distinct advantage.
Language & IT Skills
German & English (Mandatory): Due to close collaboration with local departments and the international corporate structure/export customers, fluent German and excellent English skills (written and spoken) are strictly required.
Italian (A great plus, but NOT mandatory): Since a relevant portion of suppliers and operational partners are based in the Italian region, proficiency in Italian is a great asset.
IT Skills: Proficiency in Microsoft Office and experience with modern ERP/CRM databases.
Personal Characteristics
Customer & Business-Oriented: Highly customer-focused, proactive, and commercial in thought and action.
Dynamic & Decisive: Possessing an agile mindset, strong leadership skills, and the ability to guide your team through intensive scaling phases.
Comfortable with Ambiguity: Dynamic enough to navigate evolving processes during growth stages and open to managing complex regulatory workflows.
What is Offered - Your Benefits
Future & Stability: A key management position in a crisis-proof, globally expanding growth market (medical devices).
Scope for Action: The unique opportunity to actively shape the expansion path of an international market leader and implement your own ideas.
Development Potential: Being embedded in a global corporate group opens up outstanding, long-term career advancement opportunities.
Mobility Highlight: Attractive arrangements and support options for commuters (especially for those traveling a distance of over 100 km).
Compensation & Framework
For this demanding leadership position, an attractive gross remuneration package of approx. € 80,000.- per year (based on full-time employment, 14 salary installments per year) is provided. A corresponding adjustment is absolutely possible for our client, depending on your specific qualifications, seniority, and relevant professional experience.