At Fresenius Medical Care, we are the global leader in kidney care, committed to improving the lives of patients with chronic kidney disease. Our mission is to deliver high-quality, innovative products, services, and care across the entire healthcare journey. Guided by our vision—“Creating a future worth living. For patients. Worldwide. Every day.”—we work with purpose and compassion, supported by a global team of over 125,000 employees.

Within our Care Enablement segment, we develop and provide life-sustaining medical products, digital health solutions, and therapies that empower clinical teams and improve patient outcomes. Our FME Reignite strategy drives transformation through innovation, efficiency, and sustainable growth.

Our values guide how we work:

• We Care for our patients, each other, and our communities
• We Connect across teams and borders to deliver excellence together
• We Commit to doing things the right way— growing with purpose and leading kidney care with integrity and innovation

Information about Commercial

Global Commercial, a function within Care Enablement, unites Sales, Marketing, Global Sales Excellence, and Global Technical Operations. This team delivers high-quality medical devices, technical services, and effective commercial strategies across global markets, advancing our mission to improve patient lives. Join our passionate team and help shape healthcare worldwide!

PRIMARY PURPOSE OF THE ROLE

To lead, support, and develop the Customer Service team while ensuring consistent, high-quality service delivery across orders, enquiries, and issue resolution. The role is accountable for day-to-day operational oversight, stakeholder management, project coordination, escalation management, and continuous improvement initiatives. Working across Customer Service, Commercial, Sales, Finance, Supply Chain, and Operations, this role drives operational excellence, delivers key business projects, and ensures achievement of agreed KPIs, SLAs, and business objectives.

KEY RESPONSIBILITIES

Team Leadership & Daily Operations

• Lead and support the Customer Service team in day-to-day operational activities.
• Conduct daily team huddles to review workload, priorities, risks, and service commitments.
• Allocate and manage work across the team to ensure balanced workloads and SLA adherence.
• Act as the first point of escalation for complex customer issues and internal queries.
• Provide coaching, guidance, and on-the-job support to team members

Escalations & Ticket Management

• Own and manage escalated customer enquiries, complaints, and service issues through to resolution
• Oversee the customer service inbox and ticketing system to ensure tickets are prioritised, progressed, and closed within agreed SLAs
• Monitor ticket queues and ageing, identifying risks and reallocating work where required
• Ensure clear documentation, communication, and handover of escalated cases

Order, Transaction & Process Oversight

• Provide oversight of all order types, credits, debits, RGAs, FOC orders, and demo coordination
• Support resolution of delivery blocks, billing blocks, and complex order or invoice issues
• Ensure adherence to internal controls, approvals, and quality standards
• Act as a point of contact for cross-functional stakeholders (logistics, finance, sales, operations)

Project Coordination & Stakeholder Management

• Coordinate customer service and cross-functional projects from planning through implementation, ensuring milestones, timelines, risks, and deliverables are effectively managed. 
• Act as the key liaison between Customer Service, Commercia, Sales, Supply Chain, Operations, Finance, and other stakeholders to ensure project objectives are achieved. 
• Facilitate project meetings, track actions, provide status updates, and escalate risks or issues as required. 
• Build and maintain strong relationships with key internal and external stakeholders to support successful project outcomes and change adoption. 
• Ensure project documentation, communications, and implementation activities are completed in accordance with business requirements and timelines. 

Complaint & Issue Management

• Review and manage customer complaints, ensuring timely investigation, escalation, and closure
• Support root cause analysis and corrective actions for recurring issues
• Ensure complaint handling aligns with internal procedures and quality requirements

Performance, KPIs & SLAs

• Monitor individual and team performance against agreed KPIs and SLAs
• Identify performance gaps and implement corrective actions where required
• Support the Customer Service Manager with performance reporting and insights
• Drive accountability for service quality, accuracy, and timeliness

Project Work & Continuous Improvement

• Lead or participate in customer service–related projects and improvement initiatives
• Identify process inefficiencies and drive continuous improvement across systems and workflows
• Support implementation of new processes, tools, and system enhancements
• Contribute to documentation, training, and change management activities

OH&S, Compliance & Governance

• Support OH&S requirements and act as an escalation point for team-related safety concerns
• Ensure team compliance with policies, procedures, and regulatory obligations
• Promote a culture of accountability, safety, and continuous improvement

Additional Responsibilities

• Undertake additional duties as reasonably required by the Customer Service Manager in support of operational and business objectives

COMPETENCIES (ATTITUDE, SKILLS, TYPICAL QUALIFICATIONS & EXPERIENCE)

• Proven experience in a customer service leadership, team leader, or senior customer service role.
• Demonstrated experience coordinating cross-functional projects and managing multiple stakeholders.
• Strong stakeholder engagement, communication, and relationship management skills.
• Strong project coordination and stakeholder management skills, with the ability to influence and collaborate across multiple business functions.
• Proven ability to manage competing priorities, timelines, and operational demands in a fast-paced environment.
• Strong people leadership, coaching, and performance management capabilities.
• Ability to identify operational issues, analyse root causes, and implement sustainable solutions.
• Experience driving continuous improvement initiatives and process optimisation.
• Strong analytical, problem-solving, and decision-making skills.
• Experience with ERP systems (preferably SAP), CRM platforms, and ticketing/workflow systems.

• Advanced proficiency in Microsoft Office, particularly Excel, Teams, and PowerPoint.

Offer package:

Our Offer for you:

There is a lot you can discover at Fresenius Medical Care, regardless in which field you are an expert and how much experience you have -  all dedicated to your professional journey.

• Whether in front of or behind the scenes - you are helping to make ever better medicine available to more and more people around the world
• Individual opportunities for self-determined career planning and professional development
• A corporate culture in which there is enough room for innovative thinking - to find the best solution together, not the quickest one
• A large number of committed people with a wide range of skills, talents and experience
• The benefits of a successful global corporation with the collegial culture of a medium-sized company