Senior Customer Service - German Speaker (m/f/)

Senior Customer Service - German Speaker (m/f/)
Lisboa
Lisboa, Lisboa, Portugal

Your new Company

An
- driven medical technology growth company dedicated to developing clinically differentiated solutions, powered by a culture of continuous improvement, global talent and innovation, is looking for a Customer Service Representative – German and English Speaker (m/f/d).

Your new role

You will serve as a key contact in ensuring accurate and efficient processing of medical product orders, from receipt to final delivery, and contribute to our mission of improving patient care. Your attention to detail,
- solving mindset, and ability to work across functions will be essential in maintaining high standards of customer satisfaction and operational excellence.

• Process incoming customer orders via prescriptions received through the Kumavision ERP system
• Manage the full lifecycle of customer orders from entry to delivery
• Communicate proactively with Sales and Customer Experience teams to address and resolve order issues
• Ensure data accuracy and maintain order integrity throughout the fulfillment process
• Collaborate
  - functionally with Warehousing, Billing, and Contract Management teams, as well as directly with healthcare customers
• Resolve complex customer billing issues and escalate when necessary to enhance customer experience
• Support
  - department collaboration and continuous improvement initiatives
• Oversee daily operations, onboarding, and system housekeeping while ensuring consistent service delivery
• Manage team absences, support holiday planning, and secure business continuity through effective backup planning/activation and proactive team communication
• Deliver
  -
  - job training, communicate continuity risks, and escalate IT or performance disruptions
• Monitor team KPIs, performance SLA’s, and identify training needs

What you need to be successful

• Minimum 3+ years of experience in a customer service or similar operations role
• Must be legally eligible to work in EU and able to travel internationally
• Fluent in German (C2 or native) and English (minimum B2) – written and verbal
• Proven experience with process improvement and problem resolution

What the company can offer you

• Hybrid working model
• Annual bonus, meal allowance, health insurance
• Opportunity to travel
• Enjoy stability and resources provided by a
  - established, fast growing multinational company