Senior Customer Service Coordinator, DACH & RoW

Job description

Senior Customer Service Coordinator (m/f/d) Location: Bern, Switzerland, or Martinsried, Germany Employment Type: Full-time We are looking for an experienced and highly driven Senior Customer Service Coordinator to join our team. In this role, you will play a critical part in ensuring operational excellence across our Order-to-Cash (O2C) processes while delivering a best-in-class customer experience in a highly regulated environment. You will act as a key escalation point for complex service issues, while also contributing hands-on operational support and driving continuous improvement initiatives across functions. Your responsibilities: As our new Senior Customer Service Coordinator, you will: In this role, you will also provide hands-on operational support for selected markets, ensuring continuity and compliant execution where deeper involvement is required. You will monitor service performance, analyse trends, and lead structured root-cause analysis to resolve issues and prevent recurrence. You will contribute to the development and refinement of SOPs, work instructions, and communication standards, while strengthening governance of customer communication to ensure accuracy and...