Job
Head of Customer Service (m/f/d)
Tuttlingen
Leadership Roles
Full-time
Permanent
Hettich isn't just a globally operating company with over 120 years of tradition, but also a place where innovation, collaboration, and dedication go hand in hand. As a manufacturer of high-performance laboratory centrifuges and incubators, Hettich sets standards in this field and enjoys worldwide recognition.
Our success is built on our approximately 500 highly qualified and goal-oriented employees, who form the backbone of our company. We take pride in providing an inspiring work environment that fosters creativity and personal growth while continuously striving to exceed the needs of our customers.
Your tasks
- Overall responsibility for customer service throughout the entire customer journey—from inquiry through quote, order, and delivery to post-sales support
- Active engagement with customer service operations to make existing processes transparent, identify weaknesses, and implement sustainable improvements
- Implementation and use of digital and AI-powered solutions to increase efficiency and reduce manual effort
- Managing and further developing the department based on clearly defined metrics (including NPS, turnaround times, error rates, on-time delivery, and conversion rates)
- Ensuring an excellent customer experience by consistently aligning processes, systems, and decisions with customer needs
- Establishing a B2B online store as the central ordering channel and ensuring seamless integration with ERP and CRM systems
- Managing national and international tender business
- Leading, developing, and empowering employees through clear goals, transparent management, and an appreciative leadership style based on mutual respect
Your profile
- A bachelor’s degree in business administration or a comparable qualification
- Several years of professional experience in customer service in a B2B environment, ideally with some leadership experience
- Experience in deliberately delving into operational “details” to reduce complexity, establish standards, and effectively implement change
- Very good understanding of service and order processes, as well as their management using relevant key performance indicators
- Experience with digital processes and proficiency in using ERP, CRM, and web-based ordering systems
- A structured, analytical approach to work, combined with strong execution skills and pragmatism
- Strong communication skills and the ability to assert oneself when collaborating with internal and external partners
- Excellent written and spoken German and English skills
What we offer
Secure job in medical technology industry
Uncover more than just job stability and embrace the chance to actively contribute to the advancement of medical technology.
Flexible working hours: Empowering your work-life balance
At Hettich, we value work-life balance, providing flexibility with measures like adjustable hours and extra leave for success in both your professional and personal life.
Individual training and further education opportunities
During annual employee reviews, we define customized development goals that align with your needs and career objectives.
Company and sports events
Special annual events such as our Advent barbecue, jubilee celebrations, and participation in sports activities bring our employees together and strengthen the sense of community.
Hansefit
With HANSEFIT, our team stays fit and healthy! Through membership, our employees gain access to a wide network of gyms and sports facilities, promoting well-being and strengthening team spirit.
Interested?
Then simply apply directly through our application form.
At our company, employees value the close collaboration and respectful teamwork within our teams.
We're seeking dedicated team members who share our values and want to shape the future together with us.
How can I assist you?
If you're passionate about innovation, teamwork, and making a difference, we'd love to hear from you.
Stefanie Schulz
HR
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