Head of Customer Service & Commercial Management (f/m/d)

SwissCo Services AG / Aenova Group; Regensburg; Vor Ort; EUR 100.000 - 125.000; Vollzeit

Zusammenfassung

A leading contract manufacturer in Regensburg is seeking a Head of Customer Service & Commercial Management to lead customer relationships and manage the commercial function. The ideal candidate will have a degree in a relevant field and significant experience in customer service roles within manufacturing. Strong negotiation skills and familiarity with SAP are essential. This role emphasizes customer orientation and team leadership in a dynamic environment. Seeking proactive individuals who thrive in a competitive landscape.

Qualifikationen

• Significant experience in Customer Service or Commercial roles.
• Proven ability to manage customer relationships effectively.
• Strong contract management skills, ideally in regulated industries.

Aufgaben

• Lead and manage customer relationships with a focus on satisfaction.
• Coordinate between internal functions and customers.
• Drive the professionalization of Customer Service.

Kenntnisse

Customer orientation

Negotiation skills

Leadership

Process improvement

Fluent in German

Fluent in English

Ausbildung

Degree in business, technical, or scientific field

Tools

SAP

Jobbeschreibung

Head of Customer Service & Commercial Management (f/m/d)

for the site Regensburg, Germany

Would you like to make a valuable contribution to the health of patients? And do something really meaningful on your own responsibility? Then we look forward to hearing from you! Excellence beyond manufacturing - that's what we stand for as Aenova, one of the world's leading contract manufacturers and developers for the pharmaceutical industry with 4,000 employees at 15 sites. Our site in Regensburg is a competence center for high potent solids, e.g. cancer medicines.

Your key responsibilities

• Lead and manage customer relationships for the Regensburg site with a strong focus on customer centricity and satisfaction
• Act as an orchestrator between internal functions (planning, production, packaging, shipping, quality) and customers – ensuring transparent, fact-based communication and timely updates
• Drive the professionalization of Customer Service: from reactive problem-solving to strategic customer partnership on eye-level
• Establish and improve processes and tools (e.g. SAP) to enable order tracking and structured complaint handling
• Ensure that customers can engage directly with experts on site (Expert-to-Expert), while all strategic and operational coordination flows through the Head of Customer Service, clearly distinguishing this role from Key Account Management (KAM)
• Lead and develop the Customer Service & Commercial management team, fostering cross-functional collaboration and continuous improvement
• Negotiate and manage site-level commercial agreements (supply contracts, affiliate agreements, forecasts, orders) and represent the site confidently in demanding customer discussions
• You will be part of the Site Leadership Team, reporting directly to the Site Head and dotted-line to the VP Customer Service (Corporate)

Your profile

• Degree in a business, technical, or scientific field with significant experience in Customer Service, Commercial roles or Program Manager roles in a manufacturing / contract manufacturing environment
• Proven ability to balance customer orientation with assertive negotiation and business acumen
• Strong contract management and negotiation skills, ideally in regulated or supply-driven industries
• System- and process-savvy (preferably SAP) with a fact-based communication style
• Experienced people leader with a track record of building teams and shaping customer-focused processes
• Fluent in German and English
• High presence on site (normally 5 days a week) in comination with occasional business trips

Your motivation

Are you looking for new challenges in a highly competitive environment? And you want to tackle them creativelyand on your own responsibility? Do you prefer a "get-it-done" culture and think in terms of solutions ratherthan problems? What are you waiting for? We would be happy to explain our corporate benefits in a personalconversation! If you have any questions, I - Robert Richter / Human Resources - will be happy to help you: Haupt Pharma Amareg GmbH • Member of the Aenova Group • Donaustaufer Straße 378 • 93055 Regensburg, Germany