Title: Customer Care Team Leader

Introduction section:

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 communitiesWe Connect across teams and borders to deliver excellence togetherWe Commit to doing things the right way— growing with purpose and leading kidney care with integrity and innovation

Information about Global Commercial department:

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!

Summary about role:

To deliver accurate, timely, and professional customer service support across order processing, customer enquiries, and issue resolution, while contributing to continuous improvement initiatives and supporting business objectives in line with agreed KPIs, SLAs, and internal processes.

Responsibility:

Your Responsibilities:

Team Leadership & Daily OperationsLead 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 membersEscalations & Ticket ManagementOwn and manage escalated customer enquiries, complaints, and service issues through to resolutionOversee the customer service inbox and ticketing system to ensure tickets are prioritised, progressed, and closed within agreed SLAsMonitor ticket queues and ageing, identifying risks and reallocating work where requiredEnsure clear documentation, communication, and handover of escalated casesOrder, Transaction & Process OversightProvide oversight of all order types, credits, debits, RGAs, FOC orders, and demo coordinationSupport resolution of delivery blocks, billing blocks, and complex order or invoice issuesEnsure adherence to internal controls, approvals, and quality standardsAct as a point of contact for cross-functional stakeholders (logistics, finance, sales, operations)Complaint & Issue ManagementReceive, investigate, and coordinate resolution of customer complaints in line with company processes.Ensure complaints are documented, escalated where required, and closed within agreed timeframes.Identify recurring issues and contribute to corrective and preventative actions.Project Work & Continuous ImprovementParticipate in project work related to customer service, systems, processes, or service improvements.Identify opportunities for process improvement and contribute to initiatives that enhance efficiency, accuracy, and customer experience.Support implementation of new systems, procedures, or changes to existing processes.Assist with testing, documentation, and training where requiredOH&S and ComplianceSupport OH&S requirements and raise any identified risks or incidents through appropriate channels.Ensure all activities are completed in compliance with internal policies, procedures, quality standards, and regulatory requirements.Additional ResponsibilitiesUndertake additional duties as reasonably required by the Customer Service Manager in support of customer service operations and business objectives.

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 worldIndividual opportunities for self-determined career planning and professional developmentA corporate culture in which there is enough room for innovative thinking - to find the best solution together, not the quickest oneA large number of committed people with a wide range of skills, talents and experienceThe benefits of a successful global corporation with the collegial culture of a medium-sized company