Head of Customer Service (m/f/d)

Our international customers and partners are supported by two equally positioned roles: Customer Service is responsible for scalable day-to-day operations, while Extended Service handles complex individual cases. Both roles have been newly defined, report directly to the Management Board, and have independent leadership and operational management responsibilities.

Your Responsibilities as Head of Customer Service (m/f/d):

• Overall responsibility for Customer Service and Inside Sales: Lead, guide, support, and develop the Customer Service team (10 employees), taking responsibility for operational performance, team effectiveness, and service quality. Your goal is to standardize our culture of service excellence for international customers and partners and ensure its consistent delivery in day-to-day operations.
• Scaling standard operations: Efficiently manage standard quotations, call-offs under framework agreements, pricing inquiries, and the entire order processing workflow from order receipt onwards, ensuring short turnaround times while maintaining consistently high quality.
• Process simplification, automation & digitalization: Continuously simplify and automate existing workflows within our systems, expand B2B self-service solutions, and leverage AI-powered automation to manage growing volumes more efficiently and exceed our customers' expectations for seamless processes. You will work directly with our in-house software development team: system and webshop improvements are developed internally, allowing you to actively shape priorities rather than wait for external service providers.
• Active collaboration with Extended Service – in both directions:
  • Take over: Regularly assess which manually developed processes from Extended Service are ready to become standard operations, then standardize, automate, and scale them within Customer Service.
  • Hand over: Systematically transfer rare or not yet sufficiently automated cases to Extended Service, such as tenders, framework agreements, pilot projects involving new customer groups, or market entries with new sales partners.
• Close collaboration with Technical Customer Support, Product Development, and Logistics to ensure seamless operations and turn satisfied customers into true fans of the Flexoptix brand.
• Monitoring relevant KPIs – including turnaround times, automation and self-service rates, the proportion of manually processed transactions, and processing quality – and deriving actionable measures to improve efficiency and proactively identify opportunities for improvement.

• At least 5 years of professional experience in Inside Sales, Customer Service, or a comparable role in a technical B2B environment, including at least 3 years of leadership experience managing an operational team.
• Proven track record in process optimization and automation, combined with a solid understanding of processes and systems (ERP, CRM, ticketing systems).
• Data-driven management: You identify patterns in workload and volume before they become bottlenecks and consistently implement the necessary improvements.
• Passion for standardization and repeatability: Ensuring that processes run smoothly hundreds of times is your strength – at Flexoptix, Extended Service deliberately takes care of exceptional cases.
• Strong customer focus, excellent communication skills, and a structured approach to work.
• You are adaptable, decisive, and have a strong hands-on mentality with the ability to turn decisions into action.
• Strong language skills: German at C1 level and English at B2 level, or German at B2 level and English at C1 level. What matters most is your ability to communicate confidently in both languages, verbally and in writing.

Nice to Have

• A degree or vocational training in a business-related field (business administration, sales, or customer management).
• Experience with B2B self-service portals or AI-powered workflows.
• Experience in creating your own analyses and reports.
• Technical understanding of optical networking components or a genuine 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 days to onsite
• Discounted Public Transport Tickets: Save money on public transportation with our discounted public transport tickets, making you wanting to travel more
• Make an impact! Work in an innovative, deep tech product that adds value to the telecommunication world! Become a crucial part of something new, big and exciting where you can truly make an impact!