Customer Service Manager

About The Company

Neovii Biotech GmbH is a pioneering biotechnology company specializing in the development and commercialization of immunologically active biopharmaceutical products aimed at prophylaxis and therapy of immunological disorders. With a focus on innovative antibody therapies, Neovii Biotech has established a strong reputation in the biopharmaceutical industry. The company’s portfolio includes a polyclonal antibody that is well-established in transplantation medicine and is approved in over 40 countries worldwide. Committed to advancing healthcare through cutting-edge science and dedicated to quality, Neovii Biotech continues to expand its global footprint by delivering effective solutions to improve patient outcomes.

About The Role

We are seeking a highly organized and customer-focused Customer Service Manager (m/w/d) to join our team at the earliest possible date. In this role, you will be responsible for managing order processing, coordinating shipments, and ensuring seamless communication between our sales teams, customers, and logistics partners. Your primary focus will be to facilitate efficient handling of customer orders, documentation, and shipping processes while adhering to GDP requirements and international trade regulations. This position offers an excellent opportunity to contribute to a dynamic and innovative biotech environment, ensuring customer satisfaction and operational excellence. As a key point of contact, you will also handle complaints, returns, and product recalls, maintaining high standards of service and compliance across all activities.

Qualifications

A completed commercial apprenticeship, ideally as an industrial or forwarding merchant (m/w/d), is required.Several years of professional experience in logistics and customs clearance are essential.Strong communication skills, structured approach, and meticulous attention to detail are necessary to succeed in this role.Experience working within GMP/GDP environments is advantageous.Proficiency in English at CEFR B2 level, along with good MS Office skills, is expected.A customer-oriented mindset with the ability to handle complex situations tactfully is crucial.

Responsibilities

Manage the complete order processing cycle, including order entry, quotation preparation, and documentation such as delivery notes and invoices, considering country-specific requirements.Prepare and verify all relevant customs and shipping documents to ensure compliance and completeness.Coordinate and schedule shipments in collaboration with logistics and sales teams, ensuring adherence to GDP guidelines and international shipping regulations.Handle the processing of transport damages, product returns, complaints, and product recalls efficiently and professionally.Act as the primary liaison between sales, customers, and distributors, fostering clear and effective communication.Maintain and update customer data in the ERP system, supporting the logistics team with various administrative tasks.Serve as the designated complaints officer, managing customer grievances and ensuring timely resolution.

Benefits

At Neovii Biotech, we offer a stimulating and diverse work environment aligned with the chemical industry’s collective agreement. Employees enjoy flexible working hours, including Gleitzeit models, a 37.5-hour workweek, and the possibility of home-office days. We provide an attractive salary package, 30 vacation days, and additional benefits such as a Wellpass membership. Our commitment to employee well-being and professional growth makes us an employer of choice for talented individuals seeking to make a meaningful impact in the biotech sector.

Equal Opportunity

Neovii Biotech GmbH is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other protected characteristic. Our goal is to foster a workplace where everyone can thrive and contribute to our shared success.