Customer Care Operations Expert

Customer Care & Order Operations Specialist

If you thrive on solving complex challenges, streamlining processes, and driving automation in a fast-paced, evolving environment, this role offers the opportunity to make a tangible impact. You will play a key role in enhancing operational efficiency and shaping best-in-class Customer Care & Order Operations.

Key Responsibilities

• Act as the primary point of contact for internal stakeholders on Order-to-Cash (OTC) processes, building strong, solutions-focused relationships
• Manage the full order lifecycle end-to-end - from order intake to delivery - ensuring accuracy, efficiency, and a high-quality customer experience
• Handle customer and internal inquiries with a first-time-right mindset, minimizing rework and ensuring operational stability
• Proactively resolve issues, coordinating cross-functionally, identifying root causes, and translating insights into process and service improvements
• Build effective partnerships with customers and internal teams across Western Europe, including sales, finance, shared services, and regulatory functions
• Maintain structured and compliant documentation (SOPs, work instructions) to support standardization and consistency
• Contribute to continuous improvement initiatives, identifying trends, proposing enhancements, and supporting implementation using Lean/Six Sigma principles
• Promote a culture of quality, accountability, and continuous improvement across all interactions

Skills & Experience

• Bachelor's degree or equivalent experience
• Fluent in German and English (written and spoken)
• Experience in customer service, order management, sales support, or a similar operational environment
• Strong ownership mindset with proven problem-solving capability
• Demonstrated focus on continuous improvement and process optimisation
• Proficiency with Microsoft Office (Excel, Outlook) and ERP systems (e.g., SAP or similar)
• Highly organised with the ability to prioritise effectively in a dynamic, fast-changing environment
• Comfortable working under pressure while maintaining accuracy and quality standards
• Proactive, self-starting approach with a focus on delivering stable, efficient operations
• Strong customer-centric mindset with a clear understanding of how operational performance drives customer satisfaction