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

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  "last_changed_at": "2026-05-30T06:08:27.151Z",
  "active_status": "active"
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  "language": "en",
  "location": {
    "raw": "Hürth",
    "city": null,
    "region": null,
    "country": "Hürth",
    "is_remote": false,
    "confidence": 0.8
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      "country": "Hürth",
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{
  "id": "2478157",
  "name": "Head of Customer Operations & Service (m/f/d)",
  "office": "Hürth",
  "keywords": [],
  "schedule": "full-time",
  "createdAt": "2026-01-06T16:38:10+00:00",
  "seniority": "experienced",
  "department": "05 Operations",
  "occupation": "account_management_non_commissioned",
  "subcompany": "IronMaxx Logistic & Services GmbH & Co. KG",
  "employmentType": "permanent",
  "jobDescriptions": [
    {
      "name": "#BEcomeMAXX",
      "value": "You are a strong leader, digitally savvy, and you know: service is sales.<br>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."
    },
    {
      "name": "Ready to perform? Your tasks with MAXXimum focus",
      "value": "<strong>Operational</strong><br><ul><li>Responsible for customer-oriented, prompt, and on-time order processing in the B2B/B2C environment</li><li>Ensure an inspiring customer service experience across all channels (phone, email, online shops, Amazon, retail, resellers)</li><li>Close coordination with Logistics & Purchasing to ensure optimal product availability</li><li>Act as an interface between Sales, Marketing, Logistics, and Accounting</li><li>Coordinate complaint and export handling, including customs documentation</li></ul><strong>Strategic</strong><br><ul><li>Develop digital and automated service processes to increase efficiency</li><li>Build a measurable Service Excellence strategy – from retention to reputation</li><li>Analyze and optimize process chains (B2B/B2C interfaces)</li><li>Initiate improvements in collaboration between Customer Service, Sales, and Outbound</li></ul><strong>Leadership & Development</strong><br><ul><li>Lead and develop the Customer Service team, including trainees</li><li>Coach and motivate the team according to the motto “Service is Sales”</li><li>Conduct feedback sessions and promote individual skill development</li><li>Work closely with the Head of Sales</li></ul>"
    },
    {
      "name": "Your skillset - as strong as our protein",
      "value": "<ul><li>Completed commercial training (e.g., wholesale & foreign trade, industry, e-commerce)</li><li>At least 5 years of professional experience in customer service, sales, and/or order management</li><li>Initial leadership experience</li><li>Technical and digital understanding (ERP, CRM, ticketing, MS Office)</li><li>Experience with SAP or similar ERP systems</li><li>Excellent German and English skills</li><li>Analytical thinking and strong process competence</li><li>Excellent communication and conflict resolution skills</li><li>Hands-on mentality and passion for growth</li></ul>"
    }
  ],
  "occupationCategory": "customer_support_and_client_care",
  "recruitingCategory": "Permanent Position"
}