Group Leader Customer Service m|f|d

• Full-time
• Location:
  
  London
• Functional Area:
  
  Customer Service

For more than 35 years, we have been developing cutting-edge science and technology to empower biomedical research and personalized medicine. We combine excellence from more than 60 disciplines in natural sciences, engineering, and informatics to make a significant contribution to biomedical sciences. We encourage a creative working environment driven by pioneering spirit – to seek new horizons – boldly envisioning the future and turning it into reality.

Today, more than 5000 experts from over 75 countries contribute to our sustainable success.

The Group Leader Customer Service will manage the Sales and Service Support team responsible for UK/I customers and ensure excellent customer experience. The team is responsible for smooth order entry, on-time delivery of products and instruments, proper complaint handling and excellent support to the sales team.

Responsibilities and day-to-day tasks include:

• Operational and disciplinary leadership of Sales and Service Support team including employee development. Setting objectives, monitoring performance, and providing regular feedback and support for professional growth on continous basis.
• Ensure high-quality, timely responses to customer inquiries, order processing, and issue resolution on daily basis.
  
  Oversee escalation processes so that urgent matters are handled quickly and effectively.
• Optimising process and system management and increase the efficiency of the Sales and Service Support team via regular evaluation and optimization. Ensure order entry accuracy for both products and spare parts, maintaining data integrity in ERP/CRM systems.
• Coordination of service admin support (e.g. spare parts and units management). Manage spare parts ordering, stock levels, and fulfilment, working closely with the service team to meet turnaround targets. Collaborate with service engineers and planners to ensure parts availability aligns with maintenance and repair schedules.
  
  Support third party management, return shipments and demo shipment pools.
• Coordination support for tenders in close coordination with sales and marketing team.
• Track and report KPIs including order accuracy, response time, customer satisfaction, and spare parts fulfilment rates. Gather customer feedback and work cross-functionally to improve service delivery and operational performance.

• Bachelor’s degree in Business, Sales, Marketing, or a related field preferred.
• Minimum of 3-5 years of experience in sales support, customer service, or a related role.
• at least 1-2 years experience with supervision or team leadership.
• Hands-on, agile leader, comfortable multitasking and coordinating across multiple teams.
• Proficiency in using Microsoft office applications (MS Word, MS PowerPoint, MS Excel and MS Teams) and ERP/CRM systems. Experience with SAP is a strong plus.
• Fluent in English and excellent business communication skills (verbal, written).

The Sales Support team is located in our office based in Bisley, Surrey. A hybrid working model can be discussed. A valid work permit / UK residency is expected.

What we offer

• Diversity:
  International teams and cross-border intercultural communication
• Room for creativity:
  It’s the most clever solution that we always strive for
• Miltenyi University: A clever mind never stops learning, take advantage of our in-house Training Academy