Customer Service 2IC

Title: Customer Service 2IC

Introduction section:

At Fresenius Medical Care, we are the global leader in kidney care, committed to improving the lives of patients with chronic kidney disease. Our mission is to deliver high-quality, innovative products, services, and care across the entire healthcare journey. Guided by our vision—“Creating a future worth living. For patients. Worldwide. Every day.”—we work with purpose and compassion, supported by a global team of over 125,000 employees.

Within our Care Enablement segment, we develop and provide life-sustaining medical products, digital health solutions, and therapies that empower clinical teams and improve patient outcomes. Our FME Reignite strategy drives transformation through innovation, efficiency, and sustainable growth.

Our values guide how we work:

• We Care for our patients, each other, and our communities
• We Connect across teams and borders to deliver excellence together
• We Commit to doing things the right way— growing with purpose and leading kidney care with integrity and innovation

Information about Global Commercial department:

Global Commercial, a function within Care Enablement, unites Sales, Marketing, Global Sales Excellence, and Global Technical Operations. This team delivers high-quality medical devices, technical services, and effective commercial strategies across global markets, advancing our mission to improve patient lives. Join our passionate team and help shape healthcare worldwide!

Summary about role:

To oversee the day-to-day operations of the Customer Service function, ensuring service delivery, workload management, and issue resolution are executed effectively and consistently. The role acts as the operational second-in-charge to the Customer Service Manager and provides leadership, direction, and support to Team Leaders.

Responsibility:

Your Responsibilities:

• Operational Leadership & Daily Management

• Lead the daily running of the Customer Service team across all functions and territories.

• Set daily operational priorities and manage workflow to ensure service commitments, KPIs, and SLAs are met.

• Oversee daily huddles and ensure clear communication of priorities, risks, and escalations.

• Act as the primary escalation point for complex or high-risk customer, operational, or stakeholder issues.

• Provide guidance and direction to Team Leaders to support consistent decision-making and service delivery.

• Escalations, Tickets & Service Control

• Maintain overall ownership of the customer service inbox and ticketing system

• Monitor ticket volumes, ageing, and backlog trends, reallocating resources as required

• Oversee the management of escalated tickets and complaints through to resolution

• Ensure consistent escalation pathways and communication standards are followed

  Order, Process & Compliance Oversight

• Provide oversight of all customer service activities including orders, credits, debits, RGAs, FOC orders, demo coordination, delivery blocks, and billing blocks.

• Ensure adherence to internal controls, approvals, and quality standards.

• Act as a key operational liaison between Customer Service and cross-functional teams (logistics, finance, sales, operations, quality)

• Performance Management & Capability Uplift

• Monitor team and Team Leader performance against KPIs and SLAs.

• Identify performance risks and implement corrective actions in collaboration with Team Leaders.

• Support coaching, development, and capability uplift across the Customer Service team.

• Provide operational insights and recommendations to the Customer Service Manager

• Continuous Improvement & Projects

• Lead and support continuous improvement initiatives across customer service processes and systems.
• Drive standardisation, efficiency, and backlog reduction initiatives.
• Support or lead project work related to system changes, process redesign, and service improvement.
• Contribute to documentation, training materials, and change management activities

• Governance, Risk & OH&S

• Support governance, risk, and compliance requirements within Customer Service.

• Act as an escalation point for OH&S matters and support a safe working environment.

• Ensure operational risks are identified, communicated, and managed appropriately

• Acting Manager Responsibilities

• Act in the Customer Service Manager’s absence to ensure continuity of leadership and decision-making.

• Support the implementation of management directives and strategic initiatives.

• Undertake additional duties as reasonably required by the Customer Service Manager in support of operational and business objectives.

• Key Skills & Experience

• Proven experience in a senior customer service, operations, or supervisory role.

• Strong operational leadership and escalation management capability.

• Ability to manage complexity, competing priorities, and high-volume workflows.

• Strong stakeholder management and decision-making skills.

• Experience with ERP systems (e.g. SAP), ticketing systems, and operational reporting

• KPIs & SLAs

• Overall team adherence to KPIs and SLAs.

• Reduction in ticket backlogs and aged cases.

• Effectiveness of escalation management and resolution outcomes.

• Operational efficiency, accuracy, and compliance.

• Team capability, stability, and engagement outcomes

Offer package:

Our Offer for you:

There is a lot you can discover at Fresenius Medical Care, regardless in which field you are an expert and how much experience you have -  all dedicated to your professional journey.

• Whether in front of or behind the scenes - you are helping to make ever better medicine available to more and more people around the world
• Individual opportunities for self-determined career planning and professional development
• A corporate culture in which there is enough room for innovative thinking - to find the best solution together, not the quickest one
• A large number of committed people with a wide range of skills, talents and experience
• The benefits of a successful global corporation with the collegial culture of a medium-sized company