Head of Customer Operations & Service (m/f/d)

Overview

You are a strong leader, digitally savvy, and you know: service is sales. Then take responsibility for taking customer experience in B2B and B2C commerce to the next level! In this role, you will shape an outstanding after-sales experience, strengthen customer satisfaction, retention, and reputation, and strategically leverage upselling potential. As the link between Sales, Logistics, and Outbound, you will develop customer-centric processes that combine efficiency and enthusiasm.

Ready to perform? Your tasks with MAXXimum focus

Operational

• Responsible for customer-oriented, prompt, and on-time order processing in the B2B/B2C environment
• Ensure an inspiring customer service experience across all channels (phone, email, online shops, Amazon, retail, resellers)
• Close coordination with Logistics & Purchasing to ensure optimal product availability
• Act as an interface between Sales, Marketing, Logistics, and Accounting
• Coordinate complaint and export handling, including customs documentation

Strategic

• Develop digital and automated service processes to increase efficiency
• Build a measurable Service Excellence strategy – from retention to reputation
• Analyze and optimize process chains (B2B/B2C interfaces)
• Initiate improvements in collaboration between Customer Service, Sales, and Outbound

Leadership & Development

• Lead and develop the Customer Service team, including trainees
• Coach and motivate the team according to the motto “Service is Sales”
• Conduct feedback sessions and promote individual skill development
• Work closely with the Head of Sales

Your skillset - as strong as our protein

• Completed commercial training (e.g., wholesale & foreign trade, industry, e-commerce)
• At least 5 years of professional experience in customer service, sales, and/or order management
• Initial leadership experience
• Technical and digital understanding (ERP, CRM, ticketing, MS Office)
• Experience with SAP or similar ERP systems
• Excellent German and English skills
• Analytical thinking and strong process competence
• Excellent communication and conflict resolution skills
• Hands-on mentality and passion for growth

About us

Quality & Innovations from IronMaxx® Nutrition
Premium sports nutrition - Designed in Germany!

Producing the best sports nutrition worldwide is the goal of IronMaxx®. The production of highly efficient sports nutrition of the best quality and the constant further development of our products led to the award of the State Prize for Excellent Food Quality by the State of North Rhine-Westphalia. We are constantly working with the greatest passion to offer you supplements that inspire, work and taste great. The integration of the latest study results and the evaluation of practical field research in cooperation with professional sports clubs and our customers have led to permanent innovation in the development of new sports and fitness nutrition at IronMaxx® Nutrition since the company was founded in 2004.

In addition to the basics of sports nutrition in the areas of strength/endurance, muscle building and diet, this includes effective nutritional supplements for health and prevention, intelligent new combinations of active ingredients and improved dosage forms, such as our Tricaps®. In the area of protein products, IronMaxx® has set a milestone in the evolution of the latest sports nutrition products with the development of water-based protein powders in over 31 flavors. The sweet spread with the world's highest protein content, IronMaxx® Protein Creme, also comes from us. Designed in Germany - as a German sports nutrition manufacturer, IronMaxx® is also committed to outstanding quality and seamless quality control.

High performance - the goal is the goal. Well-known professional clubs, such as the eight-time German ice hockey champions, the Kölner Haie, or the traditional handball club VfL Gummersbach have relied on our efficient sports nutrition and our expertise. Our customers usually have a clear idea of their goals, and we share that passion with our partners and customers. IronMaxx® products have become an integral part of the product range of many European fitness studios, wholesalers, pharmacies and body stores due to their high quality.