Head of Customer Service - Order Management (m/f/d)

Full Time
Frankfurt am Main, Deutschland
Experienced Professional
September 15, 2023
Hybrid Remote


As our Head of Customer Service - Order Management (m/f/d) you lead the Customer Order Management Team for our Affiliate Business, providing guidance, support and mentorship to your team 

  • Ensure the proper and timely processing of customer orders and complaints for our Affiliate Business 

  • Strategically expand collaboration with the Supply Chain and Demand Plannung teams to ensure seamless order fulfillment

  • Devise tailored solutions for our customers while continuously refining internal processes for maximum efficiency

  • Oversee all necessary actions and tasks to ensure timely oder processing and delivery of customer-centric solutions

  • Coordinate, align and monitor delivery schedules and quantities, ensuring accurate and on-time order deliveries

  • Plan, execute and oversee daily tasks and projects aimed at improving customer experience and order management procedures


  • Bachelor`s degree in Business Administration, Supply Chain Management or a related field or a commercial apprenticeship with appropriate further training
  • Proven leadership experience in a customer service or order management role, ideally within the pharmaceutical industry
  • Experience in collaborating at the interface with Supply Chain and Demand Planning
  • Strong strategic mindset with the ability to foster collaboration across different departments
  • Exceptional organizational skills with an eye for process optimization that meet our customer`s needs
  • Excellent intercultural communication skills in English and German, even in stressful situations
  • Very good knowledge of SAP / SD, MM, WM, FI and BI as well as MS Office


  • Individual career development in a purposeful job: you improve the quality of life of our patients!
  • Hybrid work model that allows a good work-life balance
  • Attractive location with good transport links, modern workplaces and a company restaurant (€3.80/menu)
  • Global family business with flat hierarchies and an open, respectful corporate culture
  • Attractive remuneration with extensive social benefits
  • Variety of employer-subsidized benefits such as WellPass (€17.90/month), Germany ticket (10€/month), Corporate Benefits and JobBike (adapt to your local benefits)

Find out more about our benefits here.


Welcome to Merz Therapeutics, a leading pharmaceutical company that helps people with movement disorders, neurological diseases, liver diseases and other health conditions regain their quality of life.

We are proud to be a family-owned and value-driven company that has been dedicated to serving the needs of our patients for 110 years and is now a global innovation leader with products in more than 90 countries.

Our goal is to use our products to improve treatment outcomes for patients around the world, thereby reducing the burden of suffering for affected people and their surroundings.

Our dedication and commitment to relentless research and development is to ensure that unmet patient needs are identified and appropriate treatments are provided.

Therefore, become part of our international and motivated Merz Therapeutics family now and help us achieve our goal:

For more information, visit https://www.merztherapeutics.com/.

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