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
FAQs
Congratulations, we understand that taking the time to apply is a big step. When you apply, your details go directly to the consultant who is sourcing talent. Due to demand, we may not get back to all applicants that have applied. However, we always keep your CV and details on file so when we see similar roles or see skillsets that drive growth in organisations, we will always reach out to discuss opportunities.
Yes. Even if this role isn’t a perfect match, applying allows us to understand your expertise and ambitions, ensuring you're on our radar for the right opportunity when it arises.
We also work in several ways, firstly we advertise our roles available on our site, however, often due to confidentiality we may not post all. We also work with clients who are more focused on skills and understanding what is required to future-proof their business.
That's why we recommend registering your CV so you can be considered for roles that have yet to be created.
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