Team Lead Customer Service and Office Support

JOB DESCRIPTION:

Your Tasks:

• Lead, coach and develop the Customer Service & Office Support team, fostering a high-performance and customer-focused culture.
• Provide disciplinary and functional leadership, including performance management, employee development, workforce planning and succession planning.
• Drive accountability, collaboration and organizational effectiveness across the team.
• Set clear objectives, monitor performance and ensure alignment of team priorities with business goals.
• Promote employee engagement and support the continuous development of individual and team capabilities.

Customer Service & Operational Excellence

• Ensure the effective delivery of customer service, sales administration, contract administration and tender-related activities.
• Drive service excellence through clear performance standards, KPI management and continuous improvement initiatives.
• Monitor customer service performance and implement actions to enhance customer satisfaction and operational effectiveness.
• In collaboration with Finance and GM, coordinate the implementation of annual and ad hoc price increase initiatives across all customer segments.
• Ensure accurate execution of approved pricing strategies within ERP system.
• Coordinate customer notifications, contract amendments and internal communication relating to price changes.
• Support the resolution of complex customer, operational and commercial matters as required.
• Ensure a consistently high level of service for both internal and external stakeholders.

Tender Management & Contract Governance

• Support tender management process, ensuring timely and accurate submission of tenders, bids and supporting documentation.
• Coordinate cross-functional input from Sales, Marketing, Finance, Legal and Regulatory Affairs for tender responses.
• Monitor tender opportunities, submission deadlines, award decisions and renewal requirements.
• Ensure tender compliance with customer specifications, regulatory requirements and internal approval processes.
• Maintain contract and tender records, ensuring visibility of commitments and proactive management of renewal timelines.
• Provide regular reporting on tender pipeline, success rates, awarded contracts and commercial opportunities.
• Support commercial teams in maximizing tender profitability and strategic account growth.

Inside Sales & Lead Generation

• Lead and develop inside sales and telesales activities supporting revenue growth and customer retention.
• Establish performance targets, KPIs and activity metrics for telesales and lead generation activities.
• Drive proactive customer outreach campaigns, upselling, cross-selling and customer re-engagement initiatives.
• Monitor sales pipeline generation and conversion rates, ensuring alignment with commercial objectives.

Office Operations & Business Support

• Oversee office management, facilities coordination, workplace services and administrative support activities.
• Ensure a safe, efficient and professional working environment in line with company requirements.
• Coordinate local business support activities, management meetings, events and site-related initiatives.
• Manage external suppliers, service providers and relevant budgets as applicable.
• Ensure efficient delivery of office support services that contribute to overall business performance.

Performance, Process Improvement & Change Management

• Define, monitor and continuously improve operational KPIs, service levels and performance metrics.
• Analyze business processes and drive standardization, optimization, digitalization and automation initiatives.
• Lead cross-functional process improvement and change management initiatives with measurable business impact.
• Identify opportunities to enhance efficiency, service quality and organizational effectiveness.
• Provide reporting, business insights and recommendations to management to support decision-making and business planning.

Compliance & Stakeholder Management

• Monitor contractual obligations to customer contracts, tender commitments, service level agreements and pricing agreements and coordinate corrective actions where contractual performance gaps are identified.
• Ensure compliance with company policies, procedures, quality standards and applicable regulatory requirements.
• Carry out duties in compliance with established business policies and procedures.
• Demonstrate commitment to the development, implementation and effectiveness of applicable Quality Processes as required by ISO, FDA and other regulatory standards.
• Support internal and external audits and maintain a high level of audit readiness.
• Act as a trusted business partner to the General Manager and collaborate closely with Sales, Finance, Supply Chain, HR, Quality, Regulatory Affairs, broader Customer Service organisation and other stakeholders to achieve business objectives.
• Present operational performance, business updates and improvement recommendations to management as required.
• Ensure professional and effective communication with internal and external business partners.
• Exhibit professional behaviour with internal and external business associates that reflects positively on the company and is consistent with company policies and practices.

Your Qualification:

• Bachelor’s degree in business administration or a related discipline, or an equivalent combination of education and professional experience.
• Minimum 5 years of progressive experience in Customer Service, Commercial Operations, Sales Administration, Office Management, Business Support or a comparable environment.
• Demonstrated experience in disciplinary people leadership, including performance management, employee development, workforce planning and difficult personnel decisions.
• Proven experience managing customer service or business support operations through KPIs, service-level metrics and structured performance management.
• Proven experience leading cross-functional process improvement or organizational change initiatives.
• Experience presenting operational performance, business recommendations and improvement opportunities to senior management.
• Experience leading inside sales, telesales or commercial support teams with measurable sales outcomes.
• Experience managing tender processes, public procurement activities and commercial contract administration.
• Strong understanding of customer service operations, commercial support processes and business administration.
• Experience working in an international and matrix-based organization.
• Strong business acumen and understanding of operational performance drivers.
• Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Experience working with ERP and CRM systems (e.g. SAP and Salesforce).
• Fluent English and German language skills, both verbal and written.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Sales Support & Administration

DIVISION:

ID Infectious Disease

LOCATION:

Germany > Koeln : Schanzenstrasse 30

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

No

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable