Expert Customer Service (m/f/d)

About the Role Lead the end-to-end customer service function, managing orders and complaints, coordinating with logistics partners (3PL/4PL), and ensuring GDP/GxP compliance. This cross-functional role collaborates with Supply Chain, Quality, Finance, and regional affiliates to deliver excellent service. What You'll Do

• Manage all customer service functions (order and complaint management), collaboration with logistics partners (3PL/4PL), and returns management including credit and debit notes.
• Provide oral and written communication in German and English for all incoming customer inquiries (notably from wholesalers, pharmacies, and hospitals) and coordinate with European affiliates.
• Maintain all necessary master data in SAP S/4HANA in compliance with industry- and country-specific regulations.
• Ensure customer satisfaction and handle inquiries and processes in line with GDP and GxP guidelines.
• Create a professional interface between internal colleagues and stakeholders, working with internal departments to deliver the best possible customer service. What We're Looking For
• At least 5 years of practical experience in customer service or supply chain in the pharmaceutical or consumer goods industry.
• Operational experience with an ERP system (SAP S/4HANA preferred).
• Experience with back-office processes in international pharmaceutical logistics.
• Strong customer service capabilities.
• Customer- and problem-solving oriented mindset; ability to set priorities and handle multiple tasks efficiently; team player with strong interpersonal and communication skills; proficient in Microsoft Office (Word, Excel, PowerPoint); very good written and spoken German and English; additional European language skills a plus. Nice to Have
• Knowledge of GDP and GxP regulations; experience working with cross-functional teams; multilingual capabilities.
• Experience in international pharma logistics is advantageous. Compensation & Benefits
• Salary not disclosed. The role offers a culture of inclusion and continuous learning, with opportunities to grow and contribute in a diverse environment.
• Why work with us? We foster mutual respect, a learning culture, and a commitment to inclusion and diversity. This is your chance to make a difference in patients’ lives and grow professionally.