Head of Customer Service & Commercial Management (f/m/d)
for the site Regensburg, Germany
Would you like to make a valuable contribution to the health of patients? And do something really meaningful on your own responsibility? Then we look forward to hearing from you! Excellence beyond manufacturing - that's what we stand for as Aenova, one of the world's leading contract manufacturers and developers for the pharmaceutical industry with 4,000 employees at 15 sites. Our site in Regensburg is a competence center for high potent solids, e.g. cancer medicines.
Your key responsibilities
* Lead and manage customer relationships for the Regensburg site with a strong focus on customer centricity and satisfaction
* Act as an orchestrator between internal functions (planning, production, packaging, shipping, quality) and customers – ensuring transparent, fact-based communication and timely updates
* Drive the professionalization of Customer Service: from reactive problem-solving to strategic customer partnership on eye-level
* Establish and improve processes and tools (e.g. SAP) to enable order tracking and structured complaint handling
* Ensure that customers can engage directly with experts on site (Expert-to-Expert), while all strategic and operational coordination flows through the Head of Customer Service, clearly distinguishing this role from Key Account Management (KAM)
* Lead and develop the Customer Service & Commercial management team, fostering cross-functional collaboration and continuous improvement
* Negotiate and manage site-level commercial agreements (supply contracts, affiliate agreements, forecasts, orders) and represent the site confidently in demanding customer discussions
* You will be part of the Site Leadership Team, reporting directly to the Site Head and dotted-line to the VP Customer Service (Corporate)
Your profile
* Degree in a business, technical, or scientific field with significant experience in Customer Service, Commercial roles or Program Manager roles in a manufacturing / contract manufacturing environment
* Proven ability to balance customer orientation with assertive negotiation and business acumen
* Strong contract management and negotiation skills, ideally in regulated or supply-driven industries
* System- and process-savvy (preferably SAP) with a fact-based communication style
* Experienced people leader with a track record of building teams and shaping customer-focused processes
* Fluent in German and English
* High presence on site (normally 5 days a week) in comination with occasional business trips
Your motivation
Are you looking for new challenges in a highly competitive environment? And you want to tackle them creativelyand on your own responsibility? Do you prefer a "get-it-done" culture and think in terms of solutions ratherthan problems? What are you waiting for? We would be happy to explain our corporate benefits in a personalconversation!
If you have any questions, I - Robert Richter / Human Resources - will be happy to help you: +49 941 4601 0
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