Customer Service Manager DACH

Barrington James; Berlin; Sur place; EUR 85 000 - 110 000; Plein temps

Résumé du poste

Barrington James is seeking a Customer Service Manager DACH for a Berlin-based role to lead an 11-person team across Customer Service and Warehouse. The role focuses on improving performance through new systems adoption, coaching, and developing the team while supporting growth across the DACH region.

The successful candidate will bring strong leadership in Customer Service and logistics, be fluent in German (C1+) with business English (B2+), and be prepared for 100% on-site work in Berlin,

Qualifications

• Experience leading a sizeable operational team in Customer Service and logistics/warehouse operations.
• Proven track record of improving processes, efficiency and team performance.
• Strong people-management and coaching skills with ability to develop and motivate an established team.
• Experience implementing or driving adoption of new systems/processes.
• Strong stakeholder management with Sales, Commercial, Operations and senior leadership.
• Fluent German (C1+) and business-level English (B2+).
• Willingness to work 100% on-site in Berlin.

Responsabilités

• Lead an 11-person team across Customer Service and Warehouse.
• Improve performance by adopting new systems and processes (EskER platform) to raise service levels.
• Develop and engage the team through coaching and structured development.
• Support DACH growth by expanding the team and strengthening cross-functional relationships.

Connaissances

Customer service leadership

People management

Change management

German (C1+)

English (B2+)

Stakeholder management

Outils

Esker platform

Description du poste

The client I'm representing is looking for a Customer Service Manager DACH to lead and develop the Customer Service and Warehouse function in Berlin, reporting directly into the Global Customer Service Director.

This is a key leadership appointment, taking over a well-established team and playing an important role in strengthening the function, developing the team and supporting the companies continued growth across the DACH region.

The role will lead an 11-person team comprising:

• 2x Team Leaders/Coordinators across Customer Service and Warehouse
• 1x Senior Customer Service Advisor
• 5x Customer Service Advisors
• 3x Warehouse Operatives

The position is 100% office-based in Berlin, with the team operating from the companies Berlin office.

Key Priorities

The successful candidate will have three main areas of focus:

• Improve Customer Service performance – drive adoption and effective use of new systems and technology, including the recently implemented Esker platform, while improving processes, efficiency and overall service levels.
• Develop and engage the team – provide visible leadership, coaching and professional development, creating a more structured and engaged team environment.
• Support DACH growth – build out the team where required, improve warehouse efficiency and establish strong relationships across the wider business, particularly with the fast-paced commercial team and General Manager DACH.

This is a hands-on leadership position where the ability to build trust, bring people with you through change and create a positive team culture will be particularly important.

The ideal candidate will have:

• Strong Customer Service leadership experience, ideally managing a sizeable operational team.
• Experience across both Customer Service and logistics/warehouse operations, or previous experience leading a team with warehouse responsibilities.
• A track record of improving processes, efficiency and team performance.
• Strong people-management and coaching skills, with the ability to develop and motivate an established team.
• Experience implementing or driving adoption of new systems/processes.
• Strong stakeholder management skills and the confidence to work closely with Sales, Commercial, Operations and senior leadership.
• Fluent German (C1+) and business-level English (B2+).
• A willingness to work 100% on-site in Berlin.

Medical device experience is beneficial but not essential. The key requirement is strong Customer Service leadership combined with genuine operational/logistics exposure.

The DACH Customer Service Manager will be joining at an important point in the companies growth journey, with the opportunity to make a visible impact on the team, operational performance and wider regional business.