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Head Of Customer Service (m/w/d)
Flexoptix GmbHGermanyfull_timeVerifiedPosted 13 Nov 2025
About the role
- Overall responsibility for Customer Service / Inside Sales: Focus, support, and further development of the Customer Service Team (10 employees) to grow together and standardize our service excellence culture for our international customers and partners. We expect adaptability, willingness to make decisions, and strong execution capabilities.
- Process Optimization & Digitalization: By (further) developing and managing lean sales and service processes within ERP/CRM and ticketing systems, we aim to exceed our customers’ expectations for seamless processing in our online B2B customer service
- Efficient coordination of tendering, quotation processes, and order fulfillment with the goal of short lead times and consistently high quality. Expansion of existing B2B self-service solutions by integrating existing and evaluating additional AI support.
- Close collaboration with our technical customer support, product development, and logistics team to ensure smooth operations and jointly turn enthusiastic customers into true fans of Flexoptix
- Monitoring of relevant KPIs and deriving measures to increase efficiency and early detection of improvement opportunities
- Degree with a focus on Business, Sales, Customer Management, or a comparable field
- Several years of professional experience (at least 5 years) in inside sales, customer service, or a similar role within a technical B2B environment, ideally in a leadership position (e.g., Inside Sales Team Lead)
- Several years of management experience (at least 3 years)
- Strong decision-making ability and willingness to consistently implement necessary changes
- Strong customer orientation, combined with process and system understanding (ERP, CRM, automation, ticketing systems)
- Strong communication skills and structured work approach
- Strong language skills – either German at C1 level and English at B2 level, or German at B2 level and English at C1 level. What matters most is confident communication in both languages, in writing and speaking.
- Advantageous: technical understanding of optical networking components or interest in technical products
- An attractive package: In addition to the gratifying salary, we offer a robust company pension plan to help you build a secure financial future and a Company Health Insurance Plan with a coverage that goes beyond the basics, providing you with additional benefits to support your health journey
- Access to Top-notch IT and Office Equipment: Operating system and hardware of your choice, additional tech equipment that you need, screens, you name it — we want to enable you to do your best work
- Stay Active and Healthy with our Gym partner: Maintain your well-being with our health and sports offer
- Feeling hungry? We've got you covered! Fuel your workday with a delicious lunch from our diverse menu selection. Enjoy fresh fruit and cereal anytime you need a snack. Plus, you'll find chocolates in every corner of our office to satisfy your sweet tooth
- Personal Development: Expand your skills and knowledge through workshops, conferences, language courses, advanced training, and webinars
- Convenient Location and Transportation Options: Our office is conveniently located in the woods and easily accessible by public transport, car, or bicycle, making your commute a breeze and we've got you covered with covered bicycle parking and warm showers available onsite
- Enjoy 30 days of annual vacation, giving you ample time to relax, recharge, and explore new experiences
- Stay Active and Eco-Friendly with Bike Leasing: Stay active with our bike leasing program, offering a convenient and sportive commuting option
- Hybrid/Onsite Working: We offer flexible hybrid/onsite working arrangements allowing you to work remotely and dedicating three da
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