Head of Customer Service & Operations (Manufacturing)

Location: Hybrid in Reinbek, Germany. The role includes four weeks of remote work from other EU countries.

Company

hirify.global is an internationally operating family business in the manufacturing sector, serving customers through sites in Germany, the UAE, Indonesia, and the US.

What you will do

• Lead and develop customer service specialists and account managers in Germany.
• Own the end-to-end order process, from order entry and confirmation through delivery, changes, and shipping documentation.
• Coordinate sample requests with sample production, flavour development, and application teams.
• Represent the customer in collaboration with Production, Planning, Quality, and Logistics.
• Establish service level agreements, coordinate complaint resolution, and ensure proactive customer communication.
• Define global customer service standards, tools, and best practices and roll them out across international sites.

Requirements

• University degree in business administration, supply chain management, food technology, or a comparable field, or equivalent practical experience.
• At least 7 years of experience in customer service, order management, or customer operations in a B2B manufacturing environment, including at least 3 years of team leadership.
• Strong understanding of order-to-delivery and sample processes, with the ability to align Sales, Planning, Production, Quality, and Logistics.
• Strong command of ERP and CRM systems and experience managing performance through clear KPIs.
• Demonstrated ability to improve service performance, including delivery reliability, response times, or customer satisfaction.
• Fluent, idiomatic German and English, both written and spoken.

Nice to have

• Experience in the flavour, fragrance, food ingredients, or specialty chemicals industry.
• Knowledge of sample management, chemical regulations in logistics, product specifications, certificates of analysis, and Material Safety Data Sheets.
• Experience transforming customer service functions and rolling out standards across multiple sites or countries.

Culture & Benefits

• Flexible working hours and a hybrid working model.
• Four weeks of remote work from other EU countries.
• 30 days of paid vacation per year.
• €50 monthly allowance for BAV and salary bands.
• Annual 360-degree feedback, promotion criteria, and an individual career path.
• Relocation costs may be reimbursed on a pro rata basis, with additional benefits including free parking, subsidized lunch, JobRad, language courses, and gym memberships.