Sr. Customer Service Coordinator DACH

Sr. Customer Service Coordinator

At Bavarian Nordic, our mission is to protect lives through the development, manufacturing, and commercialization of innovative, life-saving vaccines. We are driven by our commitment to excellence and our unwavering focus on improving global health. Our culture, which we refer to as 'Our Bavarian Nordic DNA,' is at the heart of everything we do and is characterized by our dedication to pioneering research, operational excellence, and a relentless pursuit of quality.

Position Overview

We are seeking an experienced Sr. Customer Service Coordinator for the DACH region. This pivotal role involves overseeing and enhancing our customer service operations, ensuring exceptional support for our customers, and upholding the high standards of service that define Bavarian Nordic. As a key liaison between our company and our customers, you will ensure that their needs are met in a timely, efficient, and compassionate manner, aligning with our core values.

Key Responsibilities

• Customer Engagement: Serve as the primary point of contact for all customer inquiries, concerns, and requests, ensuring the highest level of satisfaction and embodying our commitment to protecting lives every day.
• Order to Cash Management: Coordinate all Order to Cash-related activities, including processing inquiries related to shipments and deliveries, collaborating with customers, partners, wholesalers, distributors, and internal stakeholders.
• Cross-Department Collaboration: Work closely with internal teams such as Commercial, 3PL Management, Regional Distribution, and Quality to address and resolve customer issues swiftly and efficiently.
• Stock Management: Monitor product stock levels, provide reporting on stock-outs, and collaborate with the Commercial team to mitigate stock-related concerns in your assigned countries.
• Performance Monitoring: Track and report on customer service metrics, provide insights, and assist in the development of customer service policies to continuously improve service quality.
• Complaint Resolution: Handle and resolve escalated customer complaints empathetically and professionally, ensuring customer concerns are addressed promptly.
• Documentation & Compliance: Maintain up-to-date documentation of all customer service interactions and ensure compliance with GMP/GDP guidelines and Bavarian Nordic's internal processes.
• SOP Development: Create and update internal and external Standard Operating Procedures (SOPs) in collaboration with relevant stakeholders.

Necessary Education/Experience

• Education: Bachelor's degree in business administration, Health Administration, Customer Service, Engineering, or a related field.
• Experience: Minimum of 5 years in customer service management or support, with at least 3 years in the vaccine, pharmaceutical, or healthcare industry.
• Languages: Native or business fluency in German is a must.

Skills

• Communication & Interpersonal Skills: Excellent verbal and written communication skills, with the ability to build strong relationships with both customers and internal teams.
• Problem Solving: Strong analytical and problem-solving abilities, with a calm and professional approach even under pressure.
• Technology Proficiency: Familiarity with CRM systems, customer service software, Microsoft Office Suite, and ideally Microsoft Dynamics.
• Attention to Detail: High attention to detail and organizational skills to ensure smooth order processing and customer service delivery.
• Team Player: Ability to work both independently and collaboratively within a team environment.
• Adaptability: Flexibility to manage a range of tasks in a fast-paced, ever-evolving environment.

We are a fully integrated vaccine company focused on the development, manufacturing, and commercialization of life-saving vaccines, and one of the largest pure-play vaccine companies in the world. You will be part of a global team of more than +1600 dedicated employees with diverse backgrounds and viewpoints, who are bound together by our commitment to protect lives every day.

Caught your interest? If this sounds like the next step in your career, we would love to hear from you. Simply click the "APPLY" button on the right side of the page and you will be redirected to our application form. We are conducting interviews on an ongoing basis and encourage you to apply as soon as possible.

We kindly request that headhunters or recruitment agencies refrain from contacting us regarding this position.

Founded in 1994, we have +30 years of experience developing life-saving vaccines. We are a global leader in smallpox and mpox vaccines. Our commercial product portfolio contains market-leading vaccines against rabies, tick-borne encephalitis, cholera, typhoid, and Ebola. We are headquartered in Denmark and have manufacturing, research, and sales offices across Europe and North America. Our values – our Bavarian Nordic DNA, as we like to call it – are what guide our actions every day. We act as persistent pioneers, embrace change, value being boosted by the team, and believe in protecting lives every day. If that is also a part of your DNA, we invite you to join us in Bavarian Nordic! Bavarian Nordic is an Equal Opportunity Employer. All qualified applications will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.